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IP Phone Display Weird - with pictures 4

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elitescs

elitescs

IS-IT--Management
Mar 7, 2013
6
US
We use an Ip Office 500v2 8.1(52)
Phone in question is a 9608G - release 6.6228

I have just setup my first IP phone. Previously we have only used digital phones.

The first time I boot up and login to my new IP phone the display looks like the rest of our digital phones. The contacts, history, features, etc all work when the phone display looks like this (which is what I want).
2017-07-17_13.11.33_u1ievu.jpg



Once the phone is rebooted it comes up like this. With Press <> for feature list and a cresent moon symbol.
The contacts, history, and features buttons do not work.
2017-07-17_13.20.37_q2vdjj.jpg



I've been reading, working, experimenting with this all day. Found the following solution.
First off my phone doesn't even have this option (Avaya menu - Options & Settings - Screen & Sound Options - Phone Screen Width - set that to HALF.)

It not so much that I want the display to have two rows, its that I want it to look like it does in that 1st picture and have the contacts and history working. In that mode everything is perfect. Not sure why it all changes after a reboot.

If I enter the service menu (by pressing mute - CRAFT#) I can do a reset and the phone will come up looking correctly (like the first picture) until it is restarted then it will always come up looking like the second picture.

Currently there is no 46xxsettings.txt on my sd card, it is being autogenerated. I'm not sure if making a custom one is the correct fix or if there is something else that could be done.
 
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Couple things jump out at me. First off 8.1(52) is an early R8.1 version you should upgrade (I suggest 8.1.85 myself for R8.1). Also according to the tech bulletin R8.1(52) 9608 phone should be running 6.2.2.09U and your running 6.2.2.08. So your running an old system software with mismatching phone firmware. Please clean up these issues and see if it resolves the issue.

The truth is just an excuse for lack of imagination.
 
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Today I have encountered axact the same issue.
To my opinion the phones are not supported on R8.1, at least the proper phone software is not on the SD card, we use the latest 8.1 release.
I will replace it with a 1616 for the time being, end of this year the customer will upgrade to the highest available version at that time.
 
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Thank you for the responses!

I am confused by your response critchey. You said I am running 6.2.2.08. Please view screenshot below. I think you meant to say I am running 6.6.2.28

2017-07-17_15.22.04_tcqmw9.jpg


The firmware file on my SD card in the ipoffice is S9608_11HALBR6_2_2_09U_V452.tar as you specified my release should be using.

I am experienced at tech, but not so much on Avaya phones. If my conclusion is right, these phones are running the 6.6.2 firmware release and set not to downgrade firmware. I viewed the release notes of the 6.6.2 firmware and it requires IP Office 9.0 Service Pack 5. Which would explain the odd behavior.

Should I look into a way to force downgrading of the 9608G firmware or bite the bullet and update the Ip Office firmware.

Thank you in advance!
 
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Sorry for the confusion I just misread what you had. So you are running the newest firmware. Some people do that but this is not Cisco where you are usually good running the newest firmware with whatever release. I find phones tend to work a lot better running the firmware that is available with the version you are running.

That being said I have no experience trying to roll back the 6.6 firmware to older as I know it takes a step upgrade to get to 6.6.

The truth is just an excuse for lack of imagination.
 
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The 9608G ip phone came with the 6.6.2 firmware installed from the factory. I guess that is how Avaya gets extra money from you, by making you purchase licenses to upgrade your IP Office to the latest firmware.

This all seems reasonable. I will go through my Avaya reseller and get their help upgrading my Ip Office to a newer release.

Great info, thank you for your help. Hopefully this thread will help others in the future.
 
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9608 have some phones that are not fully working on R8.1 like intrigrant said
Usually the 4 packs are not working while the single older ones work. That could be the issue

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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This seems to be a trend with Avaya. I had issues getting new (16WZ or 17WZ) D100 bases to work on R8.1. If you go R9.0 or higher they work just fine. I am sure it is an attempt to force customers to pay for an upgrade license.

The truth is just an excuse for lack of imagination.
 
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It is not a AVAYAa trend, it is logical as AVAYA claim only the the last 2 versions (that is the current GA and one version less) are supported.
So AVAYA do not have to make new phones hardware/software compatible with older releases which is almost undoable in practice.
So get rid of the older releases and upgrade to the latest version like below
IPO500Tube_akcq4q.jpg
 
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I guess it is all in the eye of the beholder. I understand they don't have to make new phones work on old systems or old phones work on new systems. I have a problem with taking phones/devices that work on certain releases and changing them to purposely break on releases they previously worked on.

The truth is just an excuse for lack of imagination.
 
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My phone doesn't have the option to set the screen width to half. Looked high and low for that one.

I understand both points being made. I propose a middle ground. I think they should sell the phone with a base or 'bare metal' firmware installed, and let the phone system automatically upgrade the phone to whatever version it is currently running. That way it may have a few bugs, but it would at least be compatible.

Unfortunately, we will be using our nice new IP phones in that messed up mode, with no call history, contacts, etc. They work most of the way, we can call out and use the intercom, so that will have to be enough. I barely got the quote approved for the hardware. There will be no more budget for a Ip Office OS upgrade until closer to the end of the year. About how much does an OS upgrade license cost anyway?
 
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SFA.
You're entitled to it if you have IPOSS.

Remember your training and you will make it back alive!
 
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You need to upgrade to at least 8.1 SP8 which would be 8.1(81), firmware on the phones should be at least 6.3.1.16_V452.
You can do this without any upgrade license.

See Avaya Support FAQ104639 for more details

"Trying is the first step to failure..." - Homer
 
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I have the same issue on the latest 8.1 release and with the appropriate phone firmware.
After a reboot it works as it should but after some time it just falls back to the state as shown in the pictures, no menu, no directory, no call logs.
In SSA it shows upo as a 4624 phone which it isn't.
 
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Mine also shows as a 4624 in the manager. When it is working properly it will be identified as 'unknown'.
 
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I have seen this with grey market sets. Did you get the phone from an Avaya partner or distributor?
 
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Yep,
we usually sell the 4 packs but if the firmware is old we still have boxes of single pack phones that are compatible.
Pain in the arse that Avaya created because they just don't care about any release that is not officially supported any more.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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