Best practice for download updates from in device management

Occasional Visitor

Best practice for download updates from in device management

What is the best practice for enterprise wide X50 or X30 and TC8 updates for software and firmware? Some are set to Polycom support site but have error "unable to access the provided URL". Also, if auto update is recommended? When auto update from Polycom support site is working it seems it forces the X50 and TC8 to need to re-pair and displays a refresh code -anyone else get that?  

Message 1 of 3
Polycom Employee & Community Manager

Re: Best practice for download updates from in device management

Hello @PolySysAdmin ,


Welcome to the Poly Community.


If you get an error for accessing the Poly site there is a firewall or similar. This should work out of the box.


I would potentially disable the Auto Update and have a test device where you can ensure an update is working and then roll this out to all devices at your leisure.


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

Best Regards

Steffen Baier


If official support is required please check how to phone or open a case here

The title Poly 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. All posts and words are my own & do not represent the views of Employer.


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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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 3
Dan Hemsø
Frequent Advisor

Re: Best practice for download updates from in device management



As Steffen mention, if you see connection error to Poly Update server, then you have to dig into the firewall for errors.


Update process.

General recommendations would be to do it in several steps, ex. 1%, 10% and 89% number of devices.


Auto update disabled, so you have the firmware version in your control


Using Poly Lens device group is an easy way to go.

I have Poly Lens group that is named "Firmware test" and configured update settings for my models. and only update setting, like firmware version.


Doing my test of a new firmware I add the devices to the "Firmware Test" group and the devices can/will be update according to the update settings.


Then When I reach the 89% task, I change the Device models firmware version to the company approved version and let the devices update.

Next, I clean up in the "Firmware Test" group, so I by mistake don't update too early to the next released version.


Updating Poly devices should be done in the same manner as when updates other system, TEST TEST, deploy to prod.


Do the above flow make sense for you?


Please remember to answer as "Accept as Solution" if you could use the help.
Message 3 of 3