Field Notice: FN - 70166 - Multi-Platform Phones - Firmware Upgrade or Downgrade Might Fail if the Phone Runs 11.1.1 - Workaround Provided

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	06-Apr-18	Initial Release

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	MPP v11	11.1.1	Affecting 11.1.1 only.

Defect Information

Defect ID	Headline
CSCvh62303	Issue upgrading - missing host header on HTTP upgrade

Problem Description

This field notice applies to Multiplatform Phones (MPPs) only. In certain cases the firmware upgrade or downgrade might fail if the phone runs Release 11.1.1.

If the service provider uses a virtualized host for load balancing, they will not be able to complete the upgrade from Release 11.1.1. They will also not be able to downgrade the phones to an earlier release from 11.1.1. This problem can be resolved with the workaround stated in the Workaround/Solution section. In order to avoid this issue, skip Release 11.1.1 in favor of Release 11.1.1SR1.

Service Providers who do not use a virtual host to do the load balancing will not encounter this issue with Release 11.1.1 and can ignore this notice.

Background

The issue will manifest itself when customers receive the notification of “Download Failed” when they try to upgrade. The phone will continue to work.

As a corrective action, Cisco has released 11.1.1SR1. It is recommended that customers utilize Release 11.1.1SR1 in order to ensure future upgrade success. Release 11.1.1SR1 contains all of the features and functions provided by 11.1.1 plus the fix to this defect.

There is no reason or advantage for any service provider to remain on or use Release 11.1.1. All service providers are encouraged to move to Release 11.1.1SR1 or later.

Problem Symptom

The Service Provider’s IT staff will see a notification that the download failed when they try to upgrade. 

Notes:

• The phone remains operational. This is NOT a catastrophic failure of a customer’s mission critical system.
• Users do not see any difference in service and can continue to use their phone as they had before the firmware change was attempted.
• The problem is an inconvenience to the service provider who is unable to change the firmware load on the phone if they use a load balancing server in order to maintain firmware versions on their endpoints.

Workaround/Solution

Complete these steps:

1. Disable redirection on the server side.
2. Send a new firmware load to the phone, either Release 11.1.1SR1 or later or an earlier version if needed.
3. After the phone has accepted the load as its new working image, re-enable redirection on the server side.

The final resolution is to skip Release 11.1.1 in favor of Release 11.1.1SR1 or later. Download Release 11.1.1SR1 instead of Release 11.1.1 through the normal firmware download page on Cisco.com.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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