Installation guide

Synapse Installation Guide Back to Contents
Troubleshooting 118
My hold announcement is cut off.
System Upgrade
A Synapse device becomes sluggish or unresponsive during or immediately after software
upgrade.
During device upgrade one of the following messages appears: “UNKNOWN ERROR Current image
version” or “UNKNOWN ERROR”.
Probable Cause Corrective Action
Hold announcements in later
versions of Synapse are
limited to two minutes.
 Record your hold announcement again. Keep it
under two minutes in length.
Probable Cause Corrective Action
Cannot connect to AT&T
server or the device
encountered an unexpected
problem.
 Disconnect the power to the device, wait a few
minutes, then reconnect the power and try the
upgrade process again.
Probable Cause Corrective Action
A communication error
between the devices and the
server.
 If this failure occurred after clicking
, power cycle each device that
did not get upgraded. Unplug the power cord and
plug it back in. As each device reboots, it
automatically updates (if it detects updated
software in the system).
 Wait 30 minutes to allow for the device to
update. If the system has a very low bandwidth
Internet connection, it may take up to 4 hours.
 If this failure occurred during a manual
single-device update, power cycle the device that
did not get upgraded. Unplug the power cord and
plug it back in. As the device reboots, it
automatically updates (if it detects updated
software in the system).