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Issue with Poly X50 firmware update

avs
Advisor

Issue with Poly X50 firmware update

Hello,

Does anyone experience the issue with Poly X50 firmware 

update from 3.0.0-212070 to 3.6.0-350035 via Polycom Support site?

The unit is stuck in an infinite loop for the firmware update, but the update does not go through.

There is no way to break the loop by singing into webUI of the unit.

Poly support was not able to provide any insight on the reason or any work around.

Thanks,

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issue with Poly X50 firmware update

Hello @avs 

 

Welcome back to the Poly community. 

Depending what serial number the Studio X has you may need to initially upgrade to 3.2.3 first. 

I believe I posted these links before

 

https://swupdate.lens.poly.com/polyos/3.2.3/280012

 

Factory restore the unit and then upgrade

 

If this fails please share the ticket number

 

replied via a mobile device 

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The title Poly 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.

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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 5
avs
Advisor

Re: Issue with Poly X50 firmware update

@SteffenBaierUK I'm sorry your post was not clear what to do with the url provided. I was expecting an article with the description, but the link does not work in a browser.

Apparently, to upgrade Poly X50 from 3.0.0-212070 to 3.6.0-350035, it would require an upgrade to 3.2.3 first (as stated at your post). The upgrade would need to be done via WebUI of Poly X50 through Device Management Menu (Poly X50 IP address#/servers/provisioning-server). Need to specify custom server url and provide the following https://swupdate.lens.poly.com/polyos/3.2.1/224090 as a server address  . After the upgrading to 3.2.1, would need to register Poly X50 to Poly Lens and flip "Download Update From" to "Provisioning Server". Then perform upgrade to 3.6.0-350035.

Thanks,

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issue with Poly X50 firmware update

Hello @avs 

 

I did reply from my mobile so sometimes a forum search may be needed to get more details

 

replied from a mobile device

----------------
The title Poly 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 4 of 5
Gktod
Member

Re: Issue with Poly X50 firmware update

Hi we have found many an issue with this and currently the only solution has been as follows:

 

1 - Factory default the unit to get it out of the loop.

2 - Load 3.2.x onto a flash drive -extract to the root of a FAT32 files system from the *.tar file.

3 - Inset in the USB port on the Studio X.

4- If required use a wireless mouse to accept the update as 3.0 does not auto-start it seems.

5 - Once updated to 3.2.x, update to latest version of firmware. (Currently 3.7)

 

Hope this helps.

Please let us know if successful.

Many thanks

Message 5 of 5