The Trio C60 is unable to perform a software upgrade.

[payne1231]

I am unable to complete the software upgrade on the C60 software upgrade page, and the information displayed in the log is as follows:

155858.935|ares |4|00|aresDnsLookup: select time-out 1 on A lookup for 'downloads.polycom.com' after 0 sec
155858.936|ares |4|00|aresDnsLookup: select time-out 2 on A lookup for 'downloads.polycom.com' after 0 sec
155859.812|ares |4|00|aresDnsLookup: select time-out 3 on A lookup for 'downloads.polycom.com' after 0 sec
155901.062|ares |4|00|aresDnsLookup: select time-out 4 on A lookup for 'downloads.polycom.com' after 0 sec
155905.063|copy |4|00|Configuration of URL failed
155905.063|copy |5|00|At sendStatusToUptimeAnalytics -> Error getting config from url '(null)'
155905.075|cfg |4|00|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_zh-cn.xml
155905.075|utilm|4|00|uBLFCompressed: File /data/polycom/ffs0/languages/Website_dictionary_language_zh-cn.xml.zzz does not exist or is empty
155905.075|cfg |4|00|Web|[cfgSaProcessRequestC] Website_dictionary_language_zh-cn.xml Language file doesn't exist in cache

Please, how can I solve this problem？Thank you！

[SteffenBaierUK]

Hello @payne1231 ,

Your post was marked as Spam and had to be manually released.

This is usually an automated process based on some content of the post or a manual process when Community rules are violated.

Unfortunately, your post also does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

I would suggest you check the VoIP FAQ first in this community as it covers nearly all angles for our products.

The log only shows that your device has not got the NTP Time and shows Linux time. The log also shows a DNS issue as the phone cannot resolve the address to download the update.

The FAQ covers USB updates too.

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier