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CMA 5000 Restore DVD

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CMA 5000 Restore DVD

Hi Poly Community,

 

Long time lurker, first time poster.

 

I work for a Poly partner, and have around 9 years experience with traditional Polycom UC Infrastructure.


I have a client that has a CMA5000 that is out of support, and one of their harddrive’s heads have crashed.
They have all of their release/activation codes, however they have lost their CMA v6.0 recovery DVD.
I have run this recovery a number of years ago, so I will be assisting them in getting this back online.

 

I have had a formal support case closed stating that because their unit is out of warranty I can only access the resources online, or reach out to a poly partner (of which I am) to resolve.

 

Issue 1
The download link for the v6 ISO has been removed due to licencing issues:

https://support.polycom.com/content/support/north-america/usa/en/support/network/discontinued-produc...

 

http://westscm.polycom.com/Product-Files/products/CMA/projects/v6.0.0.ER033/ISO/RD-CMA-v6.00.00.ER03...

Link does not work

 

Issue 2
This 2020 updated knowledge-base article states to ask support for a DVD

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=18162&sliceId=1&...

 

Issue 3

The support page doesn't have the ability to request a recovery disk.

 

Issue 4

Poly Support issued the following reply:

Hello ,
Thank you for contacting Poly Technical Support.
According to our records, your product is out of warranty, and has no active support contract in place.

 

The following support options are available to you:
a) A comprehensive database of technical information and frequently asked questions can be found at:
http://support.polycom.com
-Knowledge Base:
https://support.polycom.com/PolycomService/coveo/search.htm
-Poly Community
https://community.polycom.com/

b) You may wish to discuss your support options with your Poly supplier. In the case they are unable to assit you, you may contact authorized Partners who can assist further on your issue, please note that if the device is out of warranty and has no active support, the Partner may charge a fee for the support.

c) Poly's Pay-Per-Incident (PPI) service allows for a one-off support incident to be handled for out of warranty products. Full details of this (including our per-incident pricing) are available at:
https://support.polycom.com/content/support/service-policies/pay-per-incident.html

Thank you.
Poly

 

As I work for an authorized Poly partner, Is there any chance someone in the community or at Poly has the v6 ISO somewhere or can post out a physical disk?

Kindest Regards,
Adrian.

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2 REPLIES 2
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Polycom Employee & Community Manager

Re: CMA 5000 Restore DVD

Hello @Adrian Davis CV 

 

the CMA was a Windows Based application so we cannot just share this. If your company is a Poly reseller you should have access to our support team and acquire the relevant software/Iso that way.

 

Best regards

 

Steffen Baier

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3
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Re: CMA 5000 Restore DVD

Hi Steffen,

Thank you for your reply.

 

As per my original post "The download link for the v6 ISO has been removed due to licencing issues:"

This was in reference to the pre-licenced windows server software that exists in the ISO, hence its removal from the regular download area, and the change to request a DVD to be sent out.

The ability to request a DVD has also been removed from the support portal.


I have re-opened the support case in the support portal.

As mentioned in my post, I work for a Poly Partner and the Poly support ticket was closed without a resolution.

 

I'm sure that the support team will indeed be able to resolve this, as I have had amazing support over the past 8 years of dealing with Poly(com) infrastructure support.

 

I will keep this thread updated on the reply as it will be an issue for legacy CMA5000 users.

 

Kindest Regards,

Adrian.

Message 3 of 3