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Enable Polycom Touch Device option greyed out

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LKVer
Valued Contributor

Enable Polycom Touch Device option greyed out

Hi everyone

 

I hope that maybe someone can help me with one problem. There is a customer with Group Series and wants to pair RP Touch. However option on Group named "Enable Polycom Touch Device" is greyed out and cannot be enabled.

 

Both devices are upgraded to the latest firmware (Group - 6.2.2.5, Touch - 2.2.2.5).

Any suggestions?

 

Is there anything missing or maybe it's a bug and we should restore factory config on that Group?

 

Cheers

Lukasz

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LKVer
Valued Contributor

Re: Enable Polycom Touch Device option greyed out

Case solved. What helped was performing factory restore with upgrade from USB.

https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-perform-a-factory-restore-to-insta... 

 

However there was one problem. Group did not accept sw_keys.txt file with upgrade key from Poly support site. It was required that someone from PGS manually create new upgrade key. There is a KB article for that (number 41610).

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?externalId=41610 

 

Cheers

Lukasz

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LKVer
Valued Contributor

Re: Enable Polycom Touch Device option greyed out

Case solved. What helped was performing factory restore with upgrade from USB.

https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-perform-a-factory-restore-to-insta... 

 

However there was one problem. Group did not accept sw_keys.txt file with upgrade key from Poly support site. It was required that someone from PGS manually create new upgrade key. There is a KB article for that (number 41610).

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?externalId=41610 

 

Cheers

Lukasz

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