Solved SW-Update Failed - Firmware Up to Date

[inspired1]

Hi

I have a client that has a number of SNOM 760 phones.

Years ago in V14 their logo was added to a custom template. They have the PRO version so at some point a version change pushed the phone screen back to the default 3CX display.

SW-Update Failed is now displayed on the phones and they reboot each day at a random time to try to update 'firmware'. The firmware is however up to date as per the 3CX website.

With other clients that have had this issue i have reset the phone system completely and a clean install resolves this. This client im working on now has a more complex setup and I would like to rectify the issue rather than go this reset route.

Any ideas how i do this?

Thanks

Andy

 

[JohnS_3CX]

Hi Andy,

Please start by reading this and providing us with all the relevant details:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[inspired1]

Hi

Thanks - here are the details

• 3CX Version
  

  Professional Perpetual - 16.0.9

• Server OS, Windows 10 Pro - 10.0.19042
• Is the 3CX Server Hosted and where? No Local
• IP Phone Make/Model/Firmware -
  

  snom760-SIP 8.9.3.88

• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model - Orbtalk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: They were back in V14 but upgrades to current version may have over written these - I'm not sure.

 

[JohnS_3CX]

Hi Andy,

You might have to contact Snom in this case.

The phone erroneously thinks it needs to upgrade itself even though it has the correct firmware, and it might need to go through a Recovery mode in order to resolve this.

 

[inspired1]

Hi

I have contacted Snom and they show me there is an issue in the provisioning.

Can i reset a provisioning template?

They point out the parameter

https://service.snom.com/display/wiki/firmware_status

Is set to a wrong URL

How do i correct this?

Thanks

Andy

 

[NickD_3CX]

Hi Andy,

If you are unsure if the default templates are being used, I would suggest the following:

1. Make a backup of your 3CX and don't include the backup option "Custom Templates, Logos, Firmwares and Faxes". Include any other options you deem necessary
   
2. Uninstall 3CX
3. Re-install 3CX using the backup and finish the installatiom
4. Factory Reset your snom 760
5. Delete the extension it was provisioned to
6. Re-create a new extension
7. Provision the snom against this new extension

In the event that the issue remains, let us know.

 

[inspired1]

Hi Nick

Thanks for above.

1 - 3 seems to be all that was required in this circumstance.

1. Make a backup of your 3CX and don't include the backup option "Custom Templates, Logos, Firmwares and Faxes". Include any other options you deem necessary
2. Uninstall 3CX
3. Re-install 3CX using the backup and finish the installation

I will monitor the situation but all the phones are working normally with no issues apparent.

This is a really quick fix to rectify an annoying problem

Kind regards

Andy

 

[NickD_3CX]

That is excellent news! Glad you managed to figure it out!

On this note, you already probably know that 3CX does not recommend the use of custom templates.

If you MUST use them though, don't modify the default files in the folders as this can cause such issues and there is not real way of anyone knowing you have modified the files!

Instead, open the Management Console and go to Settings --> Templates, make a copy of the default template at the time, then modify that file.
This way you will have the default file, plus the custom one you made.

Again though, prefer the default template whenever possible.