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RealPresence Group 500 Series software upgrade

Occasional Visitor

RealPresence Group 500 Series software upgrade

Hello Polycom Community.


I have a RealPresence Group 500 device and I want to upgrade the software.


I have already downloaded the file from ( and put it on a USB stick.


But when I try to update, the device asks for a license key.


But I don't even know how to get it.(The License)


I try to get it from the official support page ( ) but I can't do it satisfactorily.


I put the serial number of the device but it also doesn't bring me any license.


Any clue what should I do.


Thank you.

Message 1 of 2
Polycom Employee & Community Manager

Re: RealPresence Group 500 Series software upgrade

Hello @Tabadom ,


Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the Serial Number of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here



Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.


As you have not told us what software you are currently running or a serial number we cannot look up the codec and check for you.


Most likely you never registered the codec originally and therefore cannot upgrade as the unit is out of warranty/service.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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
Message 2 of 2