Polycom Soundpoint IP5000 200pxError Message: “Image not compatible with phone”

This is a step by step guide on how to upgrade the firmware and overcome the error “image not compatible with phone” on a Polycom IP 5000 phone, but may resolve the same error on other Polycom models.
Overview: We will be using Solarwinds FTP software to upload a firmware update from a Windows 7 PC to the Polycom phone. Before you begin, verify the phone and the computer are on the same network.
TIP: If the phone and the computer IP address have the same values in the first three blocks they are on the same network. For example, the PC has an IP address of 192.168.3.45 and the phone is at  192.168.3.90 then they are on the same network. These addresses are for example only and the addressing on your network may be different.
These instructions are for pushing the update from a Windows 7 PC. If you are using a different version of Windows the instructions may not match up exactly. Now let’s get on to the upgrade.

Steps for the Solarwinds TFTP program.

  1. Download the program here: http://www.solarwinds.com/register/?program=52&c=70150000000CcH2
  2. Installation of the program may require Microsoft .Net 2.0 to be installed. If so install it now.
  3. Once you have installed the .Net update (if necessary) go ahead and install Solarwinds TFTP. Once installed it will automatically launch; minimize it to the taskbar as we’ll get back to it soon.

Downloading the Polycom software for your device

  1. Download the firmware here: http://support.polycom.com/PolycomService/support/us/support/voice/soundstation_ip_series/index.html
  2. Select the phone that you are updating the firmware, well pick the Soundstation IP 5000.
  3. On the next page you will see a list of downloads. Find the target version number you want to download. We used Polycom UC Software 4.1.1 Rev AA for SoundPoint IP and SoundStation IP [Split] . MAKE SURE you are getting the split version and not the combined.
  4. Next scroll down to the bottom of the page where it lists BootRoms. We used the most current   SoundPoint IP and SoundStation IP BootROM 4.3.1
  5. Navigate to the location you saved the files and unzip them. Open both windows to each folder and for the IP 5000 copy the 3111-30900-001.bootrom.ld out of the Polycom_UC_Software_4_1_1_release_sig_split folder and copy it in to the spip_ssip_BootROM_4_3_1_release_sig folder, replacing the flies when it asks. NOTE: In essence, if you just use the bootrom to upgrade the phone it will not install the image and error “the image not compatible with phone” error message. We need to install the image that we want in the bootrom folder for the phone to pick up that it’s the bootrom and the file we want to install on the phone for the image.
  6. Now put the folder with the modified image flies (spip_ssip_BootROM_4_3_1_release_sig) in the root of your C: drive. 
  7. Open the TFTP program we minimized earlier and navigate to the File menu and select Configure
  8. On the configuration window, go to the bottom where it says Storage and in the field for TFTP Server Root Directory browse to your spip_ssip_BootROM_4_3_1_release_sig folder you just copied to the root of the C drive.
  9. Select Bindings and make sure it set to bond to all addresses on machine. Then under Current Available Addresses take note of the IP4 address. This is the address we will put on the phone so it knows where to go.
  10. Security should be set to send and receive files and here you can limit the address that can connect to the software, just leave it set to allow all addresses.
  11. Now go back to the General tab and click on Start if it is not already selected.

Now let’s configure the phone:

  1. Plug in the phone to a PoE (power over Ethernet) device or switch.
  2. When it is booting up select the option for SETUP.
  3. The password for a stock install is “456”
  4. Scroll down to the option “server menu”
  5. Then “server” and click Edit
  6. In the “Server type” option put “Trivial FTP” and press Save
  7. Under “Server Address” enter the address you noted earlier from the TFTP program and press Save
  8. Leave the field for Server User blank and press Save
  9. Leave the field for Server Password blank and press Save
  10. The rest of the options should be left at their defaults, so we’ll leave them alone.  
  11. Press Exit and the phone will prompt you to save and reboot, press OK
  12. Once the phone boots up you will notice it loading several items. If you look at the TFTP program it will tell you if the phone has started uploading flies and this is where you can figure out if there are errors that you need totake a look at. 
  13. The phone will also upload a txt file in the directory that it uploads from.  If successful the phone will reboot, pull a few more files out of the directory and again reboot the phone.

TIP: If the Sipid box pops up you are doing good. Once the phone restarts it will present a screen with the software version; verify it reads correctly at 4.1.1.etc.. You are now good to go! You should now be able to access the web interface

If you are not comfortable in performing this procedure we offer an upgrade service for $70 which includes all expenses including any parts, shipping and labor. Fill out the form below and we will get back with you ASAP with more details.