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Poly Studio USB: Firmware update fails

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Frequent Advisor

Poly Studio USB: Firmware update fails

Poly Studio USB
Current Version: 1.0.0.000340

New Version: 1.3.0.000735

 

I factory reset a Studio and when I attempt to update the firmware I get an "Update failed" error message (see attached screenshot). I've updated this device in the past w/no issues. 

Any advice?

Thanks,
James
 

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Frequent Advisor

Re: Poly Studio USB: Firmware update fails

Hi Steffen,

The issue was an older version of Companion was installed, once it was updated the firmware was able to be updated as well.

 

-James

 

View solution in original post

Message 3 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: Poly Studio USB: Firmware update fails

Hello jbass@srcinc ,

 

Welcome back to the Poly Community.

This most likely would need to come into support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

 

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

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
Highlighted
Frequent Advisor

Re: Poly Studio USB: Firmware update fails

Hi Steffen,

The issue was an older version of Companion was installed, once it was updated the firmware was able to be updated as well.

 

-James

 

View solution in original post

Message 3 of 3