Plantronics + Polycom. Now together as Poly Logo

Why does Studio X50 update take *so* long?

SOLVED
kilowattson
Occasional Advisor

Why does Studio X50 update take *so* long?

I've updated the Studio X50 a couple of times since we've received it and it takes forever. 

For instance this last update is taking upwards of 3 hours. Nearly 1.5 hours of it is downloading the update. 

We have fiber gigabit and the Studio X50 has a rock solid internet connection. How on earth can it take so long to update these things?

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Why does Studio X50 update take *so* long?

Hello @MDAMatt ,

 

Welcome to the Poly Community.

I believe our software is hosted via Amazon in the cloud but as this is a brand new update many thousands of endpoints are currently trying to download this.

 

An easy way to prevent the actual codec to be busied out is to set up a local HTTP server. Simply download the upgrade file to a PC and host this on the local server and the update should not take longer than 10 minutes.

 

The expected structure is outlined >here<and you can use Lens to point to this local server.

 

For the CCX 400 it would be of interest what software version you experience this with? I am not aware of any global issues and it could be as simple as the time server not being populated. The correct forum for these discussions is >here<

 

I am not aware of any quality issues since our two great companies merged and issues should be reported using the official channel.

  • Video Products simply open a support ticket.
  • For Voice endpoints be aware in order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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. 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

View solution in original post

Message 5 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Why does Studio X50 update take *so* long?

Hello @kilowattson ,

 

Welcome to the Poly Community.


We host the ~ 2GB file on Amazon's cloud storage to my personal knowledge. It usually takes around 30 Minutes so not sure on your connection.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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. 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 2 of 5
kilowattson
Occasional Advisor

Re: Why does Studio X50 update take *so* long?

Our connection is extremely fast, but doing everything on the X50 has been painfully slow. 

I started the download and install for the X50 and TC8 updates at 9:15am central. It's 1:30pm - and it *just* finished. 


Message 3 of 5
MDAMatt
Occasional Visitor

Re: Why does Studio X50 update take *so* long?

I'd like to add my experience on here as well. I have experienced the same issue, updates taking upwards of 3 hours with the download taking about 20-30 minutes on a barely used 200MB fiber line. The worst part is that the display provides no real indication of what is happening, it gets to about 40% complete and just sits there for hours on end. The local web UI is disabled so you can't view it there, Lens is disconnected as well. 

 

So far the new "Poly" devices that we've purchased are 0/2 in my quality book. We also purchased a small batch of CCX400's to pilot the concept of using Teams as our primary UCaaS platform. They won't even log in.

 

It would seem that the quality and reliability of Polycomm and Plantronics went out the window with the merger.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Why does Studio X50 update take *so* long?

Hello @MDAMatt ,

 

Welcome to the Poly Community.

I believe our software is hosted via Amazon in the cloud but as this is a brand new update many thousands of endpoints are currently trying to download this.

 

An easy way to prevent the actual codec to be busied out is to set up a local HTTP server. Simply download the upgrade file to a PC and host this on the local server and the update should not take longer than 10 minutes.

 

The expected structure is outlined >here<and you can use Lens to point to this local server.

 

For the CCX 400 it would be of interest what software version you experience this with? I am not aware of any global issues and it could be as simple as the time server not being populated. The correct forum for these discussions is >here<

 

I am not aware of any quality issues since our two great companies merged and issues should be reported using the official channel.

  • Video Products simply open a support ticket.
  • For Voice endpoints be aware in order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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. 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

View solution in original post

Message 5 of 5