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Poly Studio X50 - 3.5 Software update went bad

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five337
Occasional Contributor

Poly Studio X50 - 3.5 Software update went bad

Hello, 

 

I assist in managing 150 Studio X50s for a school district. On Monday morning I noticed a few of them updated to 3.5 over the weekend. When I went to one of them, I had to relog on to Teams and then it rebooted. After the reboot, all I get is the Poly logo spinning. I let it sit over night and the logo is still spinning. 

 

I've attempted to reflash the firmware via USB, but it won't recognize the drive. 

 

So far it looks like 12 devices took the 3.5 upgrade. We unplugged the remaining 138 devices. 

 

Has anyone had this happen to them ? Does anyone know any tricks to get it in to some type of recovery mode ? I attempted to contact support, but we were told that we are out of our warranty period and to reach out here for assistance. 

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SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly Studio X50 - 3.5 Software update went bad

Hello @five337 ,

 

Welcome to the Poly Community.


Have you tried a factory restore >here<?

 

What is the format of the Files on the USB stick?

 

  • Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB, and what format do I need to use?

    Resolution: Please check => here <=


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

View solution in original post

Message 2 of 3
2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly Studio X50 - 3.5 Software update went bad

Hello @five337 ,

 

Welcome to the Poly Community.


Have you tried a factory restore >here<?

 

What is the format of the Files on the USB stick?

 

  • Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB, and what format do I need to use?

    Resolution: Please check => here <=


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

View solution in original post

Message 2 of 3
five337
Occasional Contributor

Re: Poly Studio X50 - 3.5 Software update went bad

Thank you. The reset button brought it back to 3.4 and then I was able to update to 3.5 via the USB stick. 

Message 3 of 3