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VSX 8000 stuck in software update


VSX 8000 stuck in software update

Somehow a VSX 8000 thinks that it was given a request to update the software. The system is at a remote site. I can ping the system but I cannot get into the web interface to tell it to stop the update. How do I get the system to stop the update?

Message 1 of 4

Re: VSX 8000 stuck in software update

I believe I have resolved my own issue by using the VSX Software update from a pc to push the update to it. I had the customer remove power from the system and it is no longer trying to update.

How could this have happened? How can I prevent it from happening again?


I downloaded the error log but it is only filled with a strange y character. So my problem has changed. I'll begin searching for messages with this problem. If I do not find one I'll start a new one with a subject matching the problem.

Message 2 of 4
Occasional Visitor

Re: VSX 8000 stuck in software update

Did you ever get an answer on this?


I have (5) VSX8000 units.  They each come up with this unpassable Software Update.exe request.  It happens randomly about once a month or so.  


We are on the latest update available to us so I can’t simply run an update to get it to go away.  That shouldn’t  be necessary anyway.  Something in the VSX is causing this prompt to happen.  Someone should know how to turn it off.


The only way to get around this so far is by  power cycling the units multiple times and crossing my finders. Sometimes it can take 5 reboots until it goes away.  I cant seem to find anyone with an answer on this.  Not even our reseller.  It’s a real mess.


Jeff Bush

Insightful Networks, Inc.

Message 3 of 4
Polycom Employee & Community Manager

Re: VSX 8000 stuck in software update

Hello Jeff,

welcome to the Polycom Community.

As you have made a considerate investment into your video equipment I can only recommend you to contact your Polycom reseller to contact Polycom support or Polycom Support directly => here <=


Diagnosing an issue is outside the scope of the community and you should really work with our team directly.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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 4