We have a UC560 with 504G and 525G2 (remote) phones.

One of my remote users brought a 525G2 back saying it was stuck downloading XML files and was not usable.  I checked the phone and CCA 3.2(3), and it shows a firmware version of 7.5.5a.  All the other remote 525G2 phones are 7.5.2c.

The software pack for the UC560 is 8.6.2
IOS is 15.1(4)M6
CME is 8.6
CUE is 8.6.5

1.  I have factory reset the offending 525G2, and purged all data from the UC560 for the phone.

2.  When I plug the phone into a local port and configure to SCCP, it gets stuck downloading the XML (config) files.

3.  How did the phone get a higher firmware (user doesn't know enough to upgrade).

4.  I cannot "drag-and-drop" the new firmware into the Topology view of CCA, and since the software update is looking for a "Software Pack", I can only use 8.6.2 (which only has phone firmware 7.5.2)

5.  I either need to get the odd 525G2 back to 7.5.2 or find a way to upgrade the firmware on the UC560 to the latest (7.5.6)

Any thoughts or help greatly appreciated...