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Issues upgrading device software on CX5500

Occasional Visitor

Issues upgrading device software on CX5500

I have a CX5500 that is currently running UC version and Device version and am having trouble upgrading the devgice software to 1.3.  I tried upgrading via USB and it recognizes the thumb drive, but the phone then asks me ti sign in. It will not accept the admin password and just sits there. No matter what I put in the for the password, I hit enter and nothing happens. If I hit Cancel nothing happens as well (I know it is recognizing the button rpesses because I see them flash and I can change the mode). I factory reset the phone and tried it before anything was set up and got the same thing. I haven't been able to find any references to any type of sign in before you can upgrade the device, it is just supposed to recognize the USB and do the install. Is there something I'm missing somewhere? Does anyone have any ideas on what is going on here? Thanks.

Message 1 of 3
Polycom Employee & Community Manager

Re: Issues upgrading device software on CX5500

Hello dirkle,

welcome to the Polycom Community.


  • Did you simply place the .tar file on the USB Stick ?
  • Did you try and boot the unit with the USB stick inserted?
  • Did you follow this guide => here <= ?
  • Did you try it via the Web Interface from the Polycom hosted server as show => here <=

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

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Message 2 of 3
Occasional Visitor

Re: Issues upgrading device software on CX5500

I finally got it to work. While the hosted server still said I was up to date with 1.2.3, I managed to get the USB to work. You must enable the phone lock option apparently for it to work. Once I enabled that (and rebooted) it recognized the USB and installed the update.

Message 3 of 3