Soundstation 2W firmware upgrade issue

[Anonymous]

I *had* a working SSW2 - then attempted the upgrade using your latest Upgrade Software to see if I could get it to talk to other DECT 6.0 bases via GAP.  I tried approximately 9 times under different conditions, but all attempts end the same way - failure.

The unit now shows:

CVM: UNAVAILABLE

DSP: S2W.CON.01.607 (this part worked - used to be 01.3xx)

CPLD: 1.06

I ran through the proceedure shown in the guide and everything goes according to plan until the very end:

Step 6/6: Verifying SS2W radio parameters

 - the red lights come on on the SSW2

 - the SSW2 Reboots

 - the SSW2 comes back and displays "Please Wait..."

The Upgrade Software declares: Upgrade was NOT successful. Please.... etc.

I tried the upgrade on 2 different computers.

I tried numerous times on a freshly installed Windows XP 32bit system. (No AV software of any kind installed.)

I tried numerous times on a freshly installed Windows 7 64bit system. (No AV software of any kind installed.)

On the Windows 7 machine I ran the Upgrade Software both as Administrator and not as Administrator (although when run it prompts for that permission anyway).

Is there something particularly needed when verifying the radio parameters?

Is it declaring the failure because it's not currently Registered to a base?

Is there a slightly older upgrade version one can try?

Is there some special Polycom secret Wizard software available to talk to the poor machine and cajoul it? =P

Wits end.

[SteffenBaierUK]

Hello TerryS,

welcome to the Polycom Community.

Usually the CVM: UNAVAILABLE or CVM and then a scrolling message is an indication that the unit has lost the registration to the base.

In my experience this is a sign that the unit was in that state prior to a software update and is not recoverable by an end user.

The North American DECT 6.0 version does not support GAP and is not a GAP compatible unit.

What is the serial number of the unit so I can advise which reseller needs to be contacted for an RMA?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Indeed it had lost registration to its base as the base stopped working (which led me to attempt a GAP connect to other types of bases as an act of desparation).

If you are saying a software (firmware) update is a dangerous thing to attempt when there is no registration why is that not indicated in the instructions? i.e. "Please ensure that the unit is currently registered to its base before performing an update!"

Unrecoverable by the end user? Why? If I can connect and talk to the unit still via USB is there no recovery possible without the time and cost associated with an RMA?

If we obtain a new base is it more easily recovered?

The S/N is: G208270710473

We are not the original purchasers of the unit.

[SteffenBaierUK]

Hello TerryS,

You must have miss understood my reply or I had not make it clear enough.

As already mentioned usually the CVM: UNAVAILABLE or CVM and then a scrolling message is an indication that the unit has lost the registration to the base.

This state is unrecoverable by an end customer. If the unit is in this state, in my own personal experience, the unit is defective.

If the unit was in that state no software update or action by an end customer can recover this unit. It was broken before the upgrade and the upgrade cannot revert this.

The unit was not broken by the software upgrade and in my own personal experience I have never seen a unit being damaged by the software upgrade process.

Only an RMA back to Polycom can fix this unit.

As it was sold back in 2008 the unit is well out of warranty and a chargeable RMA would need to be issues. 

The actual unit is most likely defective (an RMA would be required to determine this 100%) and not the base. In addition the DECT 6.0 for the north american market are not GAP compatible.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services