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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎10-28-2016 09:57 AM

HP Recommended

I have four Trios running 5.4.3.2389 and one newly deployed running 5.4.0.12197.  When I went to update them to the new firmware they all report:

 

"Failed to fetch available software from the Polycom Hosted server. Please try again later or contact your Network Administrator if the problem persists."

 

I confirmed that the network allows connection to downloads.polycom.com and I was able to update a Group Series 500 earlier this week with no issues.

 

Any ideas how to trouble shoot this?

1 ACCEPTED SOLUTION

Accepted Solutions

‎10-28-2016 10:41 AM

HP Recommended

Hello Scott1,

Did you solve your issue => here <= aka HDMI lead or RMA and also your license issue?

 

Please post some logs:

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > CURL > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > COPY > Set to DEBUG


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

Was this reply helpful? Yes No
2 REPLIES 2

‎10-28-2016 10:41 AM

HP Recommended

Hello Scott1,

Did you solve your issue => here <= aka HDMI lead or RMA and also your license issue?

 

Please post some logs:

  • Settings > Logging > Global Settings > Global Log Level Limit > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > CURL > Set to DEBUG
  • Settings > Logging > Module Log Level Limits > COPY > Set to DEBUG


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎11-03-2016 07:38 AM

HP Recommended

With the debugging turned on we found that the traffic to Polycom from all the Trios was getting blocked internally by websense.  A change is in progress to allow traffic again.

 

Thanks for the assistance!

Was this reply helpful? Yes No
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