Phone 7821 Upgrade Failed

[Faisal.Saoud]

We have a CME v12.0 running on router 2921, and I uploaded the phone 7821 firmware to the router and found the message on the router that the upgrade failed, I don't know why it failed, any suggestions?

tftp-server flash:cmterm-78xx.14-2-1-0101-26/kern2.78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/kern78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/rootfs2.78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/rootfs78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/sboot2.78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/sboot78xx.14-2-1-0101-26.sbn

tftp-server flash:cmterm-78xx.14-2-1-0101-26/sip78xx.14-2-1-0101-26.loads

also add this command under the

voice register global

   Load 7821 sip78xx.14-2-1-0101-26

the screenshot is attached.

[M02@rt37]

Hello @Faisal.Saoud,

Please provide us these output during an upgrade attempt:

#debug tftp event

#debug ccsip messages

Thanks 

[Faisal.Saoud]

Hi M02@rt37 

Kindly find attached

[Faisal.Saoud]

I also see the phone send REFER message with 400 bad request resonse

Oct 23 11:21:28.218: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Received:
REFER sip:192.168.32.28 SIP/2.0
Via: SIP/2.0/UDP 192.168.32.100:5060;branch=z9hG4bK07b1e876
From: "Faizan Ahmed" <sip:1333@192.168.32.100>;tag=9c57adb5d6ae00044d5067ae-35f3f569
To: <sip:192.168.32.28>
Call-ID: 9c57adb5-d6ae0004-20205888-4eaf2fb9@192.168.32.100
Date: Mon, 23 Oct 2023 11:21:27 GMT
CSeq: 1000 REFER
User-Agent: Cisco-CP7821/10.3.1
Expires: 10
Max-Forwards: 70
Contact: <sip:7CE0-1BED@192.168.32.100:5060;transport=udp>
Require: norefersub
Referred-By: "Faizan Ahmed" <sip:1333@192.168.32.100>
Refer-To: cid:3e5892bc@192.168.32.100
Content-Id: <3e5892bc@192.168.32.100>
Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,REGISTER,UPDATE,SUBSCRIBE
Content-Length: 1442
Content-Type: application/x-cisco-alarm+xml
Content-Disposition: session;handling=required
<?xml version="1.0" encoding="UTF-8"?>
<x-cisco-alarm>
<Alarm Name="LastOutOfServiceInformation">
<ParameterList>
<String name="DeviceName">SEP9C57ADB5D6AE</String>
<String name="DeviceIPv4Address">192.168.32.100/24</String>
<String name="IPv4DefaultGateway">192.168.32.4</String>
<String name="DeviceIPv6Address"></String>
<String name="IPv6DefaultGateway"></String>
<String name="ModelNumber">CP-7821</String>
<String name="NeighborIPv4Address">192.168.32.25</String>
<String name="NeighborIPv6Address"></String>
<String name="NeighborDeviceID">KKIA25</String>
<String name="NeighborPortID">GigabitEthernet1/0/13</String>
<Enum name="DHCPv4Status">1</Enum>
<Enum name="DHCPv6Status">3</Enum>
<Enum name="TFTPCfgStatus">1</Enum>
<Enum name="DNSStatusUnifiedCM1">4</Enum>
<Enum name="DNSStatusUnifiedCM2">0</Enum>
<Enum name="DNSStatusUnifiedCM3">0</Enum>
<Enum name="DNSv6StatusUnifiedCM1">0</Enum>
<Enum name="DNSv6StatusUnifiedCM2">0</Enum>
<Enum name="DNSv6StatusUnifiedCM3">0</Enum>
<String name="VoiceVLAN">1</String>
<String name="UnifiedCMIPAddress">192.168.32.28</String>
<String name="LocalPort">0</String>
<String name="TimeStamp">1698060041061</String>
<Enum name="ReasonForOutOfService">22</Enum>
<String name="LastProtocolEventSent">Sent:SIP/2.0 200 OK Cseq:101 NOTIFY CallId:90BAED8-70CD11EE-993E8346-5029F783@192.168.32.28</String>
<String name="LastProtocolEventReceived"></String>
</ParameterList>
</Alarm>
</x-cisco-alarm>

Timestamp: 3780904888218
UTC Timestamp:3780904888218
Source Filename: rbtCEDB.tmp

Oct 23 11:21:28.218: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Sent:
SIP/2.0 400 Bad Request
Via: SIP/2.0/UDP 192.168.32.100:5060;branch=z9hG4bK07b1e876
From: "Faizan Ahmed" <sip:1333@192.168.32.100>;tag=9c57adb5d6ae00044d5067ae-35f3f569
To: <sip:192.168.32.28>;tag=49C5824-26D2
Date: Mon, 23 Oct 2023 11:21:28 GMT
Call-ID: 9c57adb5-d6ae0004-20205888-4eaf2fb9@192.168.32.100
Server: Cisco-SIPGateway/IOS-15.7.3.M8
CSeq: 1000 REFER
Content-Length: 0
Contact: <sip:192.168.32.28:5060>

Timestamp: 3780904888218
UTC Timestamp:3780904888218
Source Filename: rbtCEDB.tmp

[M02@rt37]

Hello @Faisal.Saoud,

the REFER message received a "400 Bad Request" response from the SIP gateway (Server: Cisco-SIPGateway/IOS-15.7.3.M8). The "400 Bad Request" response typically indicates that the request is malformed or not understood by the server.

The SIP gateway (Cisco-SIPGateway/IOS-15.7.3.M8) may have limitations or specific requirements for REFER messages. Ensure that the Cisco IOS version is up-to-date and compatible with the phone's firmware.

Also, I see tlv file request on your tftp debug ; TLV files contain a list of trusted CA certificates and are used to verify the authenticity of the TLS server certificates presented by the IP phone during secure communication with the CME. You are not on a secure mode ? If not, try a full reset of the phone and/or go to "Security Profile" on the phone menu, and ensure that it is in "Non-secure".

[Faisal.Saoud]

M02@rt37  Could you please look at the debug

[Ibrahim AlQumairi]

Try to upgrade the IP phone without CME router, use a TFTP client on your PC. Edit the TFTP configuration on the IP phone to point to the TFTP client's IP address. If the phone downloads and upgrades the firmware, at that time verify the CME router's IOS version is up to date, as mentioned by M02@rt37 .