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Software update Polycom Realpresence Group 500 issue

Occasional Visitor

Software update Polycom Realpresence Group 500 issue

We purchased our unit in 2014.Its now 2019 and we need to upgrade the abovementioned unit from ver 4.3 to at least ver 5.5 for Zoom application.

We have been told that we need to get a new warranty/licence for the device so we can upgrade the software for a cost of US $ 2000 !

Surely if the unit is out of warranty we can still download the software for free !!

Message 1 of 7
6 REPLIES 6
Polycom Employee & Community Manager

Re: Software update Polycom Realpresence Group 500 issue

Hello @saflyfish ,

 

Welcome to the Poly Community.


From our Video FAQ:

 

Jun 23, 2014 Question: Am I entitled to a software upgrade?

Answer: A Software update to the same version number but a higher revision is usually free. An upgrade to the next version number (example 2.x to 3.x) requires the codec to be in warranty or a valid service contract.


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

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 7
Highlighted
Frequent Advisor

Re: Software update Polycom Realpresence Group 500 issue

Hi @saflyfish,

 

you definitely need a valid service for the Group, else you are not able to update, that´s true. 

So you´ll need to buy the service and perhaps a reactivation fee, when your unit is out of service for more than one year. No other choice!

 

Message 3 of 7
Frequent Advisor

Re: Software update Polycom Realpresence Group 500 issue

Hi,

you'll have to purchase a service ractivation fee:

 

Service re-activation fee, Group 500 720p EE IV, for product one year or more out of support coverage

€964.00 4870-64250-802

 

and also a new service e.g. Premier 1Y:

 

Premier, One Year, RealPresence Group 500-720p: Group 500 HD codec, EagleEyeIV-12x camera €960.00 4870-64250-112

 

Premier, One Year, RealPresence Group 500-720p: Group 500 HD codec, EagleEyeIV-4x camera €836.00 4870-64510-112

 

Then you'll be able to obtain a software upgrade key for the current software release at support.polycom.com for your GS500

 

BR

Chris

Message 4 of 7
Occasional Visitor

Re: Software update Polycom Realpresence Group 500 issue

Its daylight robbery.Will never buy a polycom product again.

When did you last buy a mobile phone/device for a $1000 and then in 4 yrs they want to charge you an astronomical fee to update the software?

Message 5 of 7
Polycom Employee & Community Manager

Re: Software update Polycom Realpresence Group 500 issue

Hello @saflyfish ,

 

in this case, you purchased the Polycom RealPresence Group without the now new support for Zoom.

 

You can still run the GroupSeries for everything else but for Zoom, you require the upgrade.

 

I am unsure how other companies do these sort of licenses but it is known model within the industry.


Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 7
Frequent Advisor

Re: Software update Polycom Realpresence Group 500 issue

Hi saflyfish,


this is the standard with almost all video endpoint vendors, not only Poly.

 

I don't know any smartphone vendor who offers you 4 years of software upgrade except of Apple.

 

And Poly offers at least 3 years of software maintenance/hardware service after EOS/EOL date.

The Premier Support fee doesn't cover only software upgrades, but also the below services, e.g. next business day hardware replacement:

 

Premier Support is our entry-level service offering. It enhances your in-house resources with conferencing technical experts who are available to support your video collaboration usage.

  • Software Upgrade and Updates
  • Advance Parts Replacement
  • Telephone Support during business hours
  • Multi-vendor support for Poly strategic cloud partners
  • Access to Online Support Tools


https://www.polycom.com/content/dam/polycom/common/documents/data-sheets/premier-service-data-sheet-...


BR

Chris

Message 7 of 7