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VoxBox firmware update doesnt work

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Occasional Visitor

VoxBox firmware update doesnt work

Hi,

 

We have a couple of VoxBox and trying to update the firmware from the Polycom VoxBox companion and it doesnt work... update always fail (and the software tell us that we need to update from version 1.0.00.0005 to 1.0.01.0015)

I tried on different computer

Different OS (WIndows 10 and Windows7)

Tried run as admin

And finally, tried with different VOxBox (we have about 6 of these). 

 

So My guess is that firmware update doesnt work fro the companion and we are stuck with an old firmware version... What can we do to fix this issue... is there any other way to update the firmware? If not, please update your companion application to make it functional because it is broken right now.

 

Let me know

 

Thank you

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: VoxBox firmware update doesnt work

Hello @Raidx,

welcome to the Polycom Community.

At present there should be no need to update the VoxBox as there are no urgent fixes.

 

Are you using any kind of antivirus or what language is your OS in?


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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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 6
Highlighted
Occasional Visitor

Re: VoxBox firmware update doesnt work

I am having the same issue and cannot update/upgrade the firmware.  Seems like its down for update.

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: VoxBox firmware update doesnt work

Hello all,

 

welcome to the Polycom Community.


We released a new version of the companion app and the VoxBox as of yesterday.

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: 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 6
Occasional Visitor

Re: VoxBox firmware update doesnt work

The update was pushed through Companion when I plugged in the usb cable to use on a conference call. The unit is now bricked.   no microphone, no audio, no response through the usb cable nor when attached through bluetooth.   "factory reset" had no effect.  

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: VoxBox firmware update doesnt work

Hello @BWM1130,

 

welcome to the Polycom Community.

 

Please try the following to collect the logs:

- Click on tray icon, context menu opens up.
- Hover over help option, and select "Get Logs" option.
- This will start log collection procedure, archive all the logs and starts a compose email dialog with attached logs.
- User can then add PGS email and send.

 

We would need to ask you to work with your reseller for an RMA
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: 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 6 of 6