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Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

Sam Thomas
Occasional Visitor

Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

I have a pair of RealPresence Group 500 room devices, and a pair of RealPresence Touch screens. Since updating the software on our Group 500s to 6.1.6-420060, our Favourites icon has disappeared from the right-hand menu bar on the touchscreen, where it previously showed after selecting "Start Meeting". Does anyone have any previous experience with this? I've had a good look through the web console of both the RealPresence Group 500 and the Touch device, and I've got favourites set up on the web console, but there doesn't seem to be an option to hide/restore the favourites button, or else customise which options I can see on the Start Meeting screen.

Message 1 of 6
5 REPLIES 5
Karthik  Sivaram
Polycom Employee

Re: Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

hi Sam,

Thanks for your post . Since this problem has started after the upgrade to newly released GS version 6.1.6 , I would request that a service request be raised with Polycom support for investigation . We are also currently looking into some issues that have propped up after GS updates to the latest version 6.1.6 ( released on April 4th).

In case this is service impact then you could consider rolling back to the older version that was running on the GS unit and TURN OFF auto updates.
Regards,
Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 6
Sam Thomas
Occasional Visitor

Re: Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

Hi Karthik,

 

Thank you for your reply. Unfortunately, my employer does not have a support agreement in place with Polycom - I contacted them by phone and was advised that the Polycom forums are probably the best way to get help.

 

Regarding rolling back to an earlier version, is this something that can be done through the web admin console, or will a package have to be downloaded and deployed to each device?

 

Kind regards,

Sam

Message 3 of 6
Karthik  Sivaram
Polycom Employee

Re: Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

hi Sam,

 

Thanks for your response too.  If you are doing this for the first time then  to downgrade the software  you can follow the below steps :

 

1) Uncheck  Automatic Software update on the GS unit  and the WebUI :

1.png

 

2)  Download the previous software version (.tar) file from  the link below :

 https://support.polycom.com/content/support/cala/cala/en/support/video/group_series/group500.html#

 

3) Move the downloaded  file into a  USB stick and insert it into the usb port  of the GS. Follow this video to complete the downgrade :

https://www.youtube.com/watch?v=HBDu3sQMCX8

 

Hope this helps!

Regards,
Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 6
Sam Thomas
Occasional Visitor

Re: Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

Hi Karthik,

 

I shall try that, thank you - when you say GS, is that the RealPresence Touch screen?

 

Kind regards,

 

Sam

Message 5 of 6
Karthik  Sivaram
Polycom Employee

Re: Favourites icon has disappeared - RealPresence Group 500/RealPresence Touch

I am referring to the Group Series (GS) . Not the touch panel.
Regards,
Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 6 of 6