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Software update problem - Real Presence 500 Version 5.1

SOLVED
xinbatad
Member

Software update problem - Real Presence 500 Version 5.1

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".

1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software update problem - Real Presence 500 Version 5.1

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

----------------
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 6 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software update problem - Real Presence 500 Version 5.1

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

----------------
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 6
xinbatad
Member

Re: Software update problem - Real Presence 500 Version 5.1

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.

SteffenBaierUK
Polycom Employee & Community Manager

Re: Software update problem - Real Presence 500 Version 5.1

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

----------------
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 4 of 6
xinbatad
Member

Re: Software update problem - Real Presence 500 Version 5.1

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.

 

 

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Software update problem - Real Presence 500 Version 5.1

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

----------------
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 6 of 6