Problem with 5330 IP Phone

[melabum]

Hi all,

I am having challenges with Mitel 5330 IP Phone which were installed and connected to Mitel 3300 ICP , LX Controller running software rel. 9.0.

The installation is over 5 years old with over 450 IP phones (a mix of 5304, 5302, 5240, 5330 etc). All the phones have been working without problem until yesterday when all the 5330 IP phones  suddenly started to display "Application Loading" continuously even after the reboot of same. The phone are working (that is calls can be made and received on the phone) but the continuous loading of application is not allowing the phones to display the user's configured programmable keys features. There was no form of system software upgrade therefore, the observed behavior of the phones (only the 5330 IP phones) is strange. Please, any idea on how to overcome this challenge? Attached is the picture of our observation.

Thank you.

Melabum

[jrg0852]

Have you tried the "Upgrade Bootrom All" maintenance command?

[melabum]

Hi Jrg0852,

I have not tried the command.  I have to do so tomorrow.


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[sarond]

You could try "HTMLAPPUPGRADE" from the maintenance commands.

[DARWIN]

Also, what do you see under the Phone Applications tab of a 5330 under user & device config?

[LoopyLou]

Since its an LX is there any possibility of connecting a phone directly to the controller to eliminate any type of network issues? You would need a power supply. The only other thought I would have is you need a reboot as a next step.

[lundah]

Make sure the phones can pull the help files from the controller. These are stored in the "/db/HtmlApps/apps" folder on the controller. I don't remember what protocol is used to pull the files from the controller, but a Wireshark trace should tell you.

[melabum]

Dear all,
We have used the recommended commands; upgradeboot all, htmlappupgrade etc without solution. We have equally rebooted the 3300 LX controller yet there was no solution.
We have equally done the wireshack but do not know what to look out for.
Please, any idea on what to do next?

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[lundah]

With Wireshark you want to look at the traffic between the phone, the controller, and the TFTP server (which may or may not be on the controller, it depends on how your installation is set up). You'll want to watch during the boot sequence and shortly after to ensure the phone is doing the TFTP pull requests from the TFTP server of the boot files, and then requesting the help files. FTP into the controller and look at the /db/HtmlApps/Apps folder for the filenames, and see if any of those files are being transferred to the phone.

[melabum]

Thank you Lundah,

Please, how exactly should I FTP into the controller for the stated filenames? I mean the steps required for the FTP

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[lundah]

Use a GUI FTP client, I like FileZilla. Connect to the IP of the controller, using the same username and password you use to log in to program the system. Then just navigate to the folder you want (/db, /vmail, or /sysro). Be careful not to delete any files, though.