Plantronics + Polycom. Now together as Poly Logo

X50/TC8 & VideoOS 3.3.0.282003 update issues

jbass@srcinc
Valued Contributor

X50/TC8 & VideoOS 3.3.0.282003 update issues

I initiated the 3.3.0 (from 3.2.3) update process on two separate X50/TC8 combos. I did one from Poly's update server and the other from an internal server. Both took an extremely long time and on both the TC8 would go into pairing mode and no longer appear as a paired device in the X50's web configurator. The update would ultimately get hung up forcing a power cycle. Once rebooted the X50 & TC8 were no longer paired (though the TC8 appears as a not connected device). The solution was to unpair the TC8, factory reset it, pair it again and that seemed to resolve the issue.

 

I wanted to try updating an X50 w/o a paired TC8 to see if it would fare better and as it was 3.3.0 didn't seem quite ready yet. When I rolled back to 3.2.3 this happened. 

Message 1 of 4
3 REPLIES 3
Ivan Horoshist
Visitor

Re: X50/TC8 & VideoOS 3.3.0.282003 update issues

Hello!

 

I have similar issue. I'm using X50 together with TC8 as Zoom Room equipment. After updating devices to VideoOS v. 3.3.0 (updating TC8 took 2+ hours) I was unable to pair X50 with TC8, because TC8 became undiscoverable from "device management" menu of X50. I failed to solve the issue even by reseting both devices to factory defaults settings.

 

I was able to finally pair devices only after changing IP v4 address network settings from static IP to dynamic (DHCP). which is sucks, because I don't have DHCP in AV network.

 

Looking forward to get solution from poly support. For now it look to me like I have to downgrade devices to previous firmware version or replace TC8 by iPad win zoom room controller app

 

Ivan Horoshist

Message 2 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: X50/TC8 & VideoOS 3.3.0.282003 update issues

Hello @Ivan Horoshist ,

 

Welcome to the Poly Community.


Considering the number of devices out there it is only the original poster and yourself reporting an issue. So maybe something specific to your setup? Without providing logs to Poly support there is not much they can do.

 

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 3 of 4
jbass@srcinc
Valued Contributor

Re: X50/TC8 & VideoOS 3.3.0.282003 update issues

Ivan,

 

Have you tried paring the TC8 w/another X50? That worked for me however when I tried to downgrade the X50 to 3.2.3 it bricked and had to be replaced w/an RAM unit so I would be very leery of downgrading at this time. The upgraded TC8 works fine w/a 3.2.3 X50.

 

Hope this helps.

Message 4 of 4