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Soundstrucure Firmware Downgrade

Occasional Visitor

Soundstrucure Firmware Downgrade

Anyone else had problems downgrading firmware on Soundstructures. We have to downgrade to V1.7.1 on behalf of a client but have found that units with revision DT (and a different logo on the front) will fail afterwards with a continious flashing green LED on the front. Doing a factory reset using the D-sub does not cure it and you cannot connect with Soundstructure studio over IP or RS232. We can access the web interface and bring up a login prompt via telnet.

Message 1 of 4
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Polycom Employee & Community Manager

Re: Soundstrucure Firmware Downgrade

Hello @ES.ChrisO,

welcome to the Polycom Community.

What is the MAC address / Serial of the unit?

Best Regards

Steffen Baier

Polycom Global Services

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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 4
Occasional Visitor

Re: Soundstrucure Firmware Downgrade

Hi Steffen

Sorry for the delay, but it's been Easter holidays. It's units beginning with 64167F2107 that we have had the problem with. These have a different logo on the front to the units with serial numbers 0004 F2B (which are OK). I suspect there is new hardware that can't be downgraded in the 641 units. If this is the case we will need a statement from Polycom about this to show our client.

Regards

 

Chris Ostler

Chief Engineer

Electrosonic Ltd

 

Message 3 of 4
Polycom Employee & Community Manager

Re: Soundstrucure Firmware Downgrade

Hello Chris,

There is a FW compatibility limitation for new CRVE HW, cannot run older releases of FW. When attempting to downgrade to incompatible version the system may become non functioning – but can be factory reset with steps below.

 

 

Release Notes

https://support.polycom.com/content/dam/polycom-support/products/Voice/soundstructure/release-notes/...

 

 

  1. Compatibility explanation in the release notes

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Hardware and Software Compatibility The new SoundStructure C-series and SR-series hardware only supports firmware versions 1.7.3 and 1.6.2 and later. Previous versions of firmware, including versions 1.5.x and earlier, are not supported on the new SoundStructure hardware.

 

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  1. Factory Reset Instructions in Release Notes

Need to update release notes to include factory reset instructions near the top, and identify it as a recovery from FW downgrade (here it is explained as a way to reset when the authentication password is forgotten.

 

The red line connecting the two pins can be connected with a paper clip

 

SoundStructureReset.png


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

----------------
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.

----------------

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 4 of 4