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3.4 Wont update - Authentication Failure - Poly Studio x30

SOLVED
atardio
Occasional Visitor

3.4 Wont update - Authentication Failure - Poly Studio x30

Has anyone got this error for Authentication Failure? (attached) It starts to download, then after a couple minutes shows that error and reboots. I can get back into the web interface but it's still stuck on 3.1. Even worse, the TC8 updated to 3.4 but the x30 didn't so know they won't work together anymore. The TC8 just continues to search after a reboot.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
atardio
Occasional Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

I got it upgraded via USB - had to call Support a few times until someone knew a workaround. My specific issue was my version: 3.1 - so I had to upgrade to 3.2 then 3.4. Fixed! Here are the details:

  • Download the software from Poly for your device: Here are the previous versions for the x30
  • Extract the tar.gz file and copy the exact folder/file structure to a FAT32 USB
  • Once you plug it into the x30 it will begin the update in 30 seconds
  • After the upgrade to 3.2 just repeat to 3.4

Learned lesson, keep calling support until you find someone who has more experience with your problem! With a newer problem, Support doesn't have a whole of documentation on troubleshooting.

View solution in original post

Message 5 of 11
10 REPLIES 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

Hello @atardio ,

 

Welcome to the Poly Community.


Please get this into our support organization.

 

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. All posts and words are my own & do not represent the views of Employer.

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

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 11
jtope
Member

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

We have a customer that is having the same issue with 3.4 on G7500's.  Any unit that is not already on 3.3 will not upgrade to 3.4, and they get the authentication failure.  Any devices that had upgraded to 3.3 are able to upgrade to 3.4 immediately.  

Message 3 of 11
jbass@srcinc
Valued Contributor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

I had the same issue updating a fresh out of the box G7500 from v2.1.0 so I updated to v3.2.3 via USB, after that I could no longer access the web configurator or telnet. Got a "connection refused" each time. I upgraded to v3.4.0 via USB and the issue is still there.

It's basically bricked at this point.

This AM Poly Support told me to update it to v3.4.0 which I did yesterday and told them that yesterday as well.

https://community.polycom.com/t5/Video-Endpoints/G7500-connection-refused/td-p/114194

Message 4 of 11
atardio
Occasional Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

I got it upgraded via USB - had to call Support a few times until someone knew a workaround. My specific issue was my version: 3.1 - so I had to upgrade to 3.2 then 3.4. Fixed! Here are the details:

  • Download the software from Poly for your device: Here are the previous versions for the x30
  • Extract the tar.gz file and copy the exact folder/file structure to a FAT32 USB
  • Once you plug it into the x30 it will begin the update in 30 seconds
  • After the upgrade to 3.2 just repeat to 3.4

Learned lesson, keep calling support until you find someone who has more experience with your problem! With a newer problem, Support doesn't have a whole of documentation on troubleshooting.

View solution in original post

Message 5 of 11
JeffJ
Occasional Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

I had same issue with X50 and found that Lens was able to update it incrementally (ran it twice).  If that didn't work I would have tried the USB method.  

Message 6 of 11
Studio X50 User
Frequent Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

Wish I could also have a happy ending, but so far — no dice.

 

My X50 is stuck at 3.0.

 

My TC8 is at 3.4.0.

 

Thus the TC8 just keeps searching…

 

And the X50 refuses to update due to “authentication failed.”

 

Worse….

 

USB flash drive does not work for me no matter how carefully I copy over the folder/file structure; the X50 does not initiate an update when I insert the USB flash drive into the USB port.

 

Tried factory resetting both the touch controller and the X50 to no avail.

 

We supposedly have “premium” support, but I sure had a hard time getting anybody knowledgeable on the phone on Friday.

 

Wow, what a miserable experience.

Message 7 of 11
Studio X50 User
Frequent Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

Got a hold of my very prompt and courteous Poly representative who helped me turn misery into joy in a matter of minutes.

 

He had me log into the web interface of the Studio X50 where -- instead of choosing the Poly Support Site -- I chose a custom URL he provided and I was able to get past the authentication issue, upgrade to 3.2, and from there I switched back to the Poly Support Site and upgraded to the latest version. Then my TC8 connected no problem and my Zoom Rooms space was up and running.

Message 8 of 11
atardio
Occasional Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

Did you format the USB to FAT32? I was a little confused on the file structure that needed copy over to the root of the USB drive. You need to copy this folder/file structure to the root of the USB:

atardio_0-1623675920244.png

Once I inserted it into the x30 it prompted to update in 15 seconds, counted down, then rebooted and installed. Once it was back online I repeated the process for 3.4

Message 9 of 11
atardio
Occasional Visitor

Re: 3.4 Wont update - Authentication Failure - Poly Studio x30

Do you still have the URL support shared for updating from web interface? It would be great to publish the old URLs so others can use that to update from the custom server option. USB updated take a lot longer and plenty of mistakes can be made by the user on the way.

Message 10 of 11