Persistent Failures Updating to 6.1.7.2 in RealPresence Group 700

Occasional Contributor

Persistent Failures Updating to 6.1.7.2 in RealPresence Group 700

Hi folks,

 

I have a Polycom RealPresence Group 700 under my care that is persistently failing the 6.1.7.2 update from 6.0.1.

 

The specific error that occurs is: (see attached image)

 

A file error occured during the software download process.

 

The software update will be cancelled. Contact your administrator for assistance.

 

mars-plcm-data.tgz-6.1.7.2-510016.plcm

 

It is the same file the update fails on every time.  In addition to having tried the automatic update several times, I have tried downloading the software update package and performing a Manual Update, but the file transfer never seems to complete and the update never commences, regardless of which web browser I use. (Safari/Chrome/Firefox).  I also tried putting the software package on a USB drive along with a sw_keys.txt file and the update did commence but then failed at exactly the same point.

 

I have 3 other identical units that completed the exact same update yesterday error-free, 2 of them at the same site using on the same VLAN with the same Internet connection.

 

Does anyone know the correct remedial aciton for this issue?  I've never encountered it.  Am I going to have to do a Factory Restore and then start upgrading again from there?

Message 1 of 3
2 REPLIES
Polycom Employee & Community Manager

Re: Persistent Failures Updating to 6.1.7.2 in RealPresence Group 700

Hello @Josh Chaffey,

Your post ended up in the Spam Filter so I moved this here.

Best Regards

Steffen Baier

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

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 FAQ 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 3
Polycom Employee & Community Manager

Re: Persistent Failures Updating to 6.1.7.2 in RealPresence Group 700

Hello @Josh Chaffey,

 

welcome to the Polycom Community.

 

Most likely something is corrupted with this single unit but as you did fail to provide any kind of history for these devices we would be assuming this.

 

As you seem to be entitled to download and upgrade software we assume that the units are currently under a service contract so please go ahead and open a ticket via your reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

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 FAQ 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 3 of 3