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Polycom Studio cant update in Companion

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Simher
Occasional Visitor
‎11-10-2020 05:41 AM
‎11-10-2020 05:41 AM

Polycom Studio cant update in Companion

Hello,

 

I have a Polycom Studio camera that I have connected to a laptop running Windows 10.

I have downloaded Companion and it detects the camera, however I cant update it. It reaches 10% and then it cancel itself. I have tried to do it with a local file aswell as online update.

 

Whats the issue here? How to I solve it? I cant use the camera.

 

Thanks

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mshu
Respected Contributor
‎11-10-2020 06:36 AM
‎11-10-2020 06:36 AM

Re: Polycom Studio cant update in Companion

Hi @ Simher,

 

try to factory reset the Studio USB with a paperclip (have a look in the manual) and try again. Had the same issue in the past and it helped me out. 

 

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Simher
Occasional Visitor
‎11-10-2020 10:29 PM
‎11-10-2020 10:29 PM

Re: Polycom Studio cant update in Companion

Hi! Thanks for your reply.

I tried that a bunch of times but it doesnt work, the issue still remains.

 

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎11-10-2020 11:05 PM
‎11-10-2020 11:05 PM

Re: Polycom Studio cant update in Companion

Hello @Simher 

 

please raise this with our support team. 

replied via a mobile device 

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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
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Simher
Occasional Visitor
‎11-11-2020 12:51 AM
‎11-11-2020 12:51 AM

Re: Polycom Studio cant update in Companion

Okey, where do I contact the support? Could you perhaps give me a link?

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎11-11-2020 01:12 AM
‎11-11-2020 01:12 AM

Re: Polycom Studio cant update in Companion

https://support.polycom.com/content/support/contact-us.html

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