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EPM not downloading firmware

(Jared Busch) #1

Anyone know what I can check to see why a different firmware set is not downloading in EPM?

I originally setup EPM months ago. But now, I want to add a second firmware for testing some issues.
I added the Polycom 1.10 yesterday and it never downloaded anything, but never gave an error either.

I tried to add an older Aastra also and I get failed to download error.

(Jared Busch) #2

EPM is current and getting updates until May still (only purchased last year).

(Jared Busch) #3

Rebooted, tried again a few times.

Still nope.

Any idea where these attempts are logged? If at all?

(Itzik) #4

I have the same issue with Yealink firmware.

(Jared Busch) #5

I also have Yealink on this PBX. But i never tried to add a second one there. Let me try.

(Jared Busch) #6

Opened a support ticket. we’ll see where it goes.

The system I opened the support ticket for, I tried to download Snom firmware.
No error in the GUI, but not confirmation either.

But no files.

(Jared Busch) #7

Support replied and said the files are not on their server.

Reading their reply, it shows they looked in /var/log/httpd/error_log

So I logged into the other servers I tested this on… Yup, Sangoma broke it.

(Jared Busch) #8

This is now fixed. Clicking submit on any firmware screen will cause it to download any missing ones apparently, because they all showed up after I clicked submit on the Yealink screen.

Of note, the information is still in the /var/log/httpd/error_log log file.

(Jared Busch) #9

The timeline.

  • 2019/02/27 09:23 - I posted here on the FreePBX community.
  • 2019/02/27 15:13 - Another user commented they also had this issue.
  • 2019/02/27 16:31 - I submitted a support ticket.
  • 2019/02/27 17:03 - Sangoma replied stating this was not any kind of known issue and I needed to install their SSH key package to let them check the server.
  • 2019/02/28 08:52 I replied that I had added the SSH package and updated the firewall to let them connect.
  • 2019/02/28 09:49 Sangoma replied that the files were missing on the remote server and showed the log error.
  • 2019/02/28 10:05 Sangoma replied that an internal trouble ticket was created.
  • 2019/02/28 15:58 Sangoma replied that the issue was resolved.
  • 2019/02/28 19:26 I confirmed that the firmware was downloadable

This is not any kind of response time that I can complain about. I do wish there had been known information on how to find the EPM download errors. It would have likely been resolved much quicker.

(system) closed #10

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