Cisco 8831 IP Phone out of the box with firmware sip8831.9-3-3-5 has the keypad displaying the Cisco logo on the screen with no functionality. The 8831 IP Phone displays as registered in CUCM and is able to be pinged and can log onto the web GUI of the phone.

Trying to update the firmware to sip8831.10.3.1.16 fails with the following debug message on the phone.

[15:20:12, 01/12/15] DeviceImageDownloadFailure DeviceName=SEPAC44F214892D IPAddress=10.199.237.42 Method=3 FailureReason=3 Active=sip8831.9-3-3-5 Inactive=sip8831.10-3-1-16 FailedLoadId=sip8831.10-3-1SR1-1 Server=13.100.192.10

This particular jump from firmware 9-3-3-5 to 10-3-1-16 is not permitted. An intermediate firmware must be loaded first to upgrade sip8831.9-3-3 firmware revisions to any sip8831.10-3-1 firmware revisions. The intermediate firmware is sip8831.9-3-3-TO-10-3-1-v2. Once this firmware is uploaded and installed onto the 8831 IP Phone, the 10-3-1-x firmware loads can be installed.

Basic steps.

1. Load the sip8831.9-3-3-TO-10-3-1-v2 firmware files onto the CUCM and update the 8831 Phones
2. Load the sip8831.10-3-1SR1-1 firmware files onto the CUCM and update the 8831 Phones.