05-11-2017 03:08 AM
A colleague tried updating CX5100 via network, but the installation failed. Now the device starts with the flashing green lights, but nothing happens. I tried to download the latest TAR file and install it with a USB drive (FAT32 formatted) but the device never starts flashing red and green. I tried with the reset button with the instructions from the manual, with and without the usb stick. If I insert a blank usb no logs are written.
Is the device bricked or is there another procedure to get the firmware to the device? Is it possible that some boot files on the sd card are corrupted and if that is the case can anyone share them? Thank you all for your time.
05-11-2017 06:15 AM
welcome to the Polycom Community.
Did you follow this guide => here <= ?
I am unsure how you would be aware that there is an SD card inside other than opening the unit which may affect your warranty status.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
05-11-2017 11:15 PM
Thank you for replying. That was the first thing I tried. Then I tried the same procedure with a usb and the tar file on it but the restoring doesn't start. Since the device is old, it is out of warranty. I sent you the serial via PM and would be gratefull if you could tell me who can support the device.