04-07-2016 01:04 AM - edited 04-07-2016 01:06 AM
We have several HDX7000 units installed on the University of Sussex campus.
Due to a network issue recently we attempted to swap to RS232 control on a unit in a high profile lecture theatre, but It seems the firmware version on the unit (3.0.1-10628) does not allow RS232 control.
We have a second box in a similar theatre with firmware 220.127.116.11-17007 which does allow 232 control, but the control selection setting does not stick through a power cycle. (a known fault I believe)
Consequently we need to perform a firmware upgade on these boxes. On following the procedure outlined in this thread we get the key showing as "available but not entitled".
Is there a way to do this? We deal with multiple hardware suppliers and none (so far) charge for firmware updates (this is all we need) to make their products perform at their best. I would have though it was to your advantage for this to be the case!
Systems Support Engineer AV and GTS.
University of Sussex.
04-07-2016 07:51 AM
Hello Bob P,
welcome to the Polycom Community.
Usually within the same software version you are able to upgrade if you are outside of a contract / maintenance / warranty aka 3.0.2 to 3.0.6 as an example.
Trying to upgrade to the next 3.1.x release and if outside of a contract / maintenance / warranty requires you to seek a payable option.
If you are having an issue with the product itself and you need support PayPerIncident should be available for you.
If you would have posted the serial numbers I could have looked up the relevant reseller and your warranty / contract status for you.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
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