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can not upgrade Poly Calisto 7200 firmware

Occasional Visitor

can not upgrade Poly Calisto 7200 firmware

I have 3 Poly Calisto 7200 and a Voxbox.  Great devices.  I am having trouble upgrade 2 of 7200 firmware.  I always get the hung during the "updating firmware" screen follow by the 


"Update interrupted please disconnect, then reconnect any USB and power cables for this device" screen (see enclosure)


No matter how many times I reconnect the USB cable, i still get this.


I am using

Plantronics Hub version 3.19.0 build 19571 on multiple Macs


I tried Plantronics Hub software on Windows 10 with same result.


PLT 7200 info:


serial number: 64167F0F038A

manufacturing date: 20170219 16 Rev X3


Thanks for any help.



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Message 1 of 3
Occasional Visitor

Re: can not upgrade Poly Calisto 7200 firmware

I have a similar problem. 


Unit will not update firmware.

Unit serial #64167F0F021F

Voxbox Companion shows installed F/W version 0.0.01.xxxx.

It is attempting to update to F/W version


Error message is "The firmware update failed. Reboot your Polycom VoxBox and try again. If problem persists, refer to Help Center."


Message 2 of 3
Polycom Employee & Community Manager

Re: can not upgrade Poly Calisto 7200 firmware

Hello @Dany  and @theroadrunner2011 ,


Welcome to the Poly Community.

Is there a specific reason why you want to upgrade the firmware i.e. an issue that you are trying to fix?


As a company, we are unable to test every PC scenario so maybe something locally like an Anti Virus/Firewall is interrupting the upgrade process?


In order to potentially try and troubleshoot this would need to come into our support organization.

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


@Dany and @theroadrunner2011  I am unable to find a record of the serials provided but this may be as I am only able to access Polycom records and the units are from Plantronics prior to our merger as Poly.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

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
Message 3 of 3