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VSX 6000 Units Did automatic software update and thereafter stopped booting completely

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Occasional Contributor

VSX 6000 Units Did automatic software update and thereafter stopped booting completely

Hello,

 

Our customer has two units of VSX 6000 devices on their network.Last week, these units did automatic software update all by themselves and thereafter stopped booting completely.Serials are: 8208290A3B5Cb6 and 8210070C0158BG

 

Once plugged in to power it prompts 'Please run softupdate.exe on your PC using this ip address ..192....'

I have tried to do this and it is asking for software key.

 

My questions are:

 

1.What can make a VSX system to do half-way update without anyone initiating/approving it.

 

2.I want to know whether if customer subscribes to premier one year(P/N:4870-00097-106), they will be entitled to this sofware key.

 

3.Is there any way of getting this key apart from premier one year as these devices have become useless since they no longer complete booting process.

 

thanks all.

Message 1 of 7
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Polycom Employee & Community Manager

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

Hello DJM,

welcome back to the Polycom Community.

8208290A3B5CB6 Software 9.0.x U31F-3DDF-CE10-0000-0384
8210070C0158B6  Software 9.0.x U0B4-B661-2FC0-0000-0384



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

View solution in original post

Message 3 of 7
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Polycom Employee & Moderator

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

1.  I do not recall and can not find any documentation that could set up the VSX to upgrade on it's own.  It must be initiated by someone from the web UI.  I would be concerned that possibly the system has had an unauthorized user.

 

2.  If the user has a current software contract it would entitle them to software keys.  Keys can be retrieved from the Licensing & Product Registration on the Polycom support web site.  www.polycom.com/videodocumentation

 

3.  The other way to get a key is to talk to your reseller about purchasing an update license.

 

I would also recommend attempting to do a factory restore on the unit. 

Message 2 of 7
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Polycom Employee & Community Manager

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

Hello DJM,

welcome back to the Polycom Community.

8208290A3B5CB6 Software 9.0.x U31F-3DDF-CE10-0000-0384
8210070C0158B6  Software 9.0.x U0B4-B661-2FC0-0000-0384



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

View solution in original post

Message 3 of 7
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Occasional Contributor

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

Thanks for your response.I have a few questions:

 

1.Does the Polycom premier one year entitle one for software upgrade?

 

2.Kindly clarify difference between software contract and update License as stated in 2 and 3 repectively in your response.

 

3.I have tried to restore to factory default using the process stated here:

http://community.polycom.com/t5/Video-Endpoints/HELP-I-forget-the-password-to-accsess-vsx-6000/td-p/...

Do you know any other way of resetting to factory default?

 

thanks

 

 

Message 4 of 7
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Polycom Employee & Moderator

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

1.  All service options include software updates and upgrades.

 

2.  A license is used to a key from the support web site in order to do a software upgrade. 

 

3.  Yes, that is the right procedure.

Message 5 of 7
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Polycom Employee & Community Manager

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

Hello DMJ,

checking your email credentials it appears that you claim to be a Authorised Partner for Polycom Audio and Video Conferencing in Nigeria so I can only assume that you can work directly with a Polycom reseller that can answer all these questions in detail.

 

  • 8210070C0158B6 was sold back in 2010 via Beetel Teletech Ltd
  • 8208290A3B5CB6 was sold back in 2008 via Beetel Teletech Ltd

Both units indicate they had been originally installed in India

 

The above keys entitle you or your customer to install Software Version 9.0.x

 

The above should cover you for the latest version 9.0.6 that is available on the Polycom support site.

 

We do have a Video FAQ here:

 

  • Jun 21,2014 Question: How can I factory restore a VSX system?

    Answer: Please check the Administrator’s Guide troubleshooting section or the community's search results => here <=
  • Jun 21,2014 Question: What is the factory default username and password of a VSX system?

    Answer: 
    Default Username: admin
    Default Password: 14 digit VSX serial number printed on the back fo the VSX for example starting with 82

There are various offers like a Service Reactivation fee or a Premier, Elite Premier Onsite, Premier Onsite or even a Partner Premier so please reach out to a Polycom reseller that can advise you for any options suitable for you or your customer.

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
Message 6 of 7
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Occasional Contributor

Re: VSX 6000 Units Did automatic software update and thereafter stopped booting completely

I have had exactly the same problem on my VSX 6000. Serial : 82080809A479B6

 

Is there any way I can get the same magic numbers?

 

Edit: Figured it out, I had to put the serial number into the License Portal, and that gave me the code.

https://support.polycom.com/PolycomService/licenserequest/saveActivationDashBoard.htm

Back up and running :)

Message 7 of 7