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Polycom IP Phones: BootROM / Could Not Contact Boot Server / Failed to Load BootROM 0x0 / Application Not Present Errors
8x8 Support

Polycom IP Phones: BootROM / Could Not Contact Boot Server / Failed to Load BootROM 0x0 / Application Not Present Errors

Symptom

Your Polycom phone screen displays one of the following errors:

  • BootROM Error
  • Could not contact boot server, will use existing configuration
  • Failed to Load BootROM 0x0
  • Error: Application not present. Could not download existing configuration

Applies To

  • Polycom IP phones

Resolution

Connect to the Polycom Public Provisioning Server

  1. Obtain your phone's administrator password.
  2. Reboot the phone (from Home/Menu, select Settings > Basic > Restart).
  3. While the phone is booting up, press the Setup soft key. It may take some time for the key to appear.
  4. Enter your phone's password, then press OK.
  5. Scroll down to and select Provisioning Server Menu.
  6. On Server Type, press Edit.
  7. Scroll left arrow key until HTTP is selected, then press OK.
  8. On Server Address, press Edit.
  9. Enter the appropriate server address for your phone model.
    • SoundPoint IP models: voipt2.polycom.com/4010
    • SoundPoint IP Speaker phones: voipt2.polycom.com/4011
    • VVX models: voipt2.polycom.com/591

      Note: If you are working with the phone's physical number pad and not an onscreen keyboard, use the following:

  10. Expand DHCP Menu, change Boot Server to Static.
  11. Press OK.
  12. Press Exit twice (IP 335 users: Left arrow key), then Save & Reboot.
  13. The phone will reboot twice and update.

Ensure a proper connection to the 8x8 Provisioning Server

  1. Obtain your phone's administrator password.
  2. From the Menu/Home screen, select Settings.
  3. Select Advanced.
  4. Enter your phone's password.
  5. Select Admin Settings.
  6. Select Network Configuration.
  7. Under Prov. Server, press Select.
  8. Scroll down to Server Type, then press Edit.
  9. Scroll right until HTTPS is highlighted, then press OK.
  10. Scroll down to Server Address and press Edit.
  11. Enter pccfg.8x8.com/polycomuc/ then press OK.

    Note: If you are working with the phone's physical number pad and not an onscreen keyboard, use the following:

  12. Expand DHCP Menu, change Boot Server to Static.
  13. Press Menu.
  14. Select Save Config.
  15. Allow phone to reboot.

Check to ensure the time server is set properly

  1. Obtain your phone's administrator password.
  2. From the Menu/Home screen, select Settings.
  3. Select Advanced.
  4. Enter your phone's password.
  5. Select Admin Settings.
  6. Select Network Configuration.
  7. Scroll down to SNTP and ensure the address entered here is set to pool.ntp.org.
  8. If you had to set or correct the time server address, press OK. Then press Back.
  9. Select Save Config.
  10. Back all the way out to the main screen.

If Date and Time Continue To Flash

  1. Ping pool.ntp.org.
  2. Use the reply address as the SNTP address.

If you can't ping pool.ntp.org, using open DNS may also help.

Cause

BootROM Error

Often due to the phone being interrupted during the upgrade process. For example, the power was disconnected.

Could not contact boot server, will use existing configuration and Failed to Load BootROM 0x0 errors

These usually mean that the Server Type and Server Address are not properly entered in the phone's settings. Could not contact boot server may also result from the phone not being properly connected to the Internet.

Application Not Present error

Could result from a failed or aborted attempt to upgrade the phone's firmware.

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