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Upgrading software on HDX 9002

Occasional Contributor

Upgrading software on HDX 9002

I work at a local community and we use a third party to host our video conferencing between campuses and two of our campuses use Polycom HDX 9002 boxes. Only one of them connects to the third party host and the only difference is that one of the boxes software version is 3.1.4-43132(the one that works) and 3.0.5-22695(the one that doesn't).  It says I need a key code. I don't think our boxes are under warranty or service and I don't know where to get a key code or don't want to spend a lot of money on it if it doesn't work.  Any information on the upgrade proccess/ keycodes/ problem at hand would be appreciate. the third part uses Cisco to connect the sites we have. 


Thank you in advance

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Polycom Employee & Community Manager

Re: Upgrading software on HDX 9002

Hello John Paschall,

welcome to the Polycom Community.

The community's Video FAQ contains this post here:


Jun 22,2014 Question: How can I activate / check / verify / recover my license?

Please check this post in the Software Licensing section => here <=


The above explains how you can check your entitlement.


  • Any unit with a license for 3.0.x can upgrade to the latest 3.0.6 version
  • Any Unit with a license for 3.1.x can upgrade to the latest 3.1.8 version

The above link or posting your units serial numbers can enable us to check you entitlement.


It would also be helpful if you could specify what is not working.


In addition it would help if you could confirm that you checked the relevant release notes and admin guides to verify that the software in question for example is even supported with the version you are utilizing.

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: 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
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