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- Re: Software update problem - Real Presence 500 Version 5.1
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04-25-2016 12:18 AM
Hi,
Whenever I am updating my Polycom Real Presence 500 from Version 4.1.3.2 to V 5.1,
it is always stuck in mars-plcm-root-tgz-5.1.0-250527.plcm. It says in the screen that " A file error occured during the software authentication process. The software update will be cancelled. Contact your administrator for assistance".
Solved! Go to Solution.
Accepted Solutions
04-25-2016 07:19 AM
Hello xinbatad,
Troubleshooting or providing support via the community is outside the scope for myself as an Polycom employee.
Please raise a ticket with your Polycom reseller FVC to bring this to the attention of Polycom support.
Best regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-25-2016 12:29 AM
Hello xinbatad,
welcome to the Polycom Community.
Did you retrieve your license code for the unit 8214304240C1CV to be updated to 5.0.0 or 5.1.0 ?
UFDC-824B-C560-0000-01F5 is the code for 5.1.0 for your unit and your Reseller FVC should be able to assist you.
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
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-25-2016 12:35 AM
Hi Support,
Yes I have acquired this code in polycom support. I have tried to update using my laptop using the same VLAN with the RPG500 but this happens. Also I tried to update direct to the USB but also stuck in same page. I didnt get this as I have upgraded the other device and now it is in Version 5.1 but this device is having issues.
04-25-2016 12:57 AM
Hello xinbatad,
did you put a Upgrade Code on the USB stick or add the new 5.1.0 code on the unit prior to updating the unit?
Please work with FVC if you require support.
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
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-25-2016 07:09 AM
Hi Support,
Yes I have saved in the USB the code taken from the polycom site and saved it as sw_keys. I have followed also the instruction for upgradation but still same happens with my device. It is getting stuck and keeps showing this error. I have also tried to upgrade this device to Version 5.0 and retrieve the keys to polycom site and still stuck at this message.
04-25-2016 07:19 AM
Hello xinbatad,
Troubleshooting or providing support via the community is outside the scope for myself as an Polycom employee.
Please raise a ticket with your Polycom reseller FVC to bring this to the attention of Polycom support.
Best regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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