HDX 7000 Upgrade Problem

[tsebal]

I have the HDX 7000, software version 2.6.0_ne-4740. The license key for update is present. 

When I update the device on the last version from web-interface, such as:

2.6.1.3

3.0.0

3.0.0.1

3.0.0.2

3.0.1

3.0.2

Device gives the following error: 

1: ERROR: 13: Invalid software package. Only No Encryption versions are valid. (0) 

In what there can be a problem?

Thank you. 

[hjuliao]

Hello,

It appears that the unit has a no encryption version of the firmware installed; this version of software is for systems that are located in Russia.

Is this system in the states?

If so, make sure that the location settings match the proper country.

Go in to system >> Admin settings >> General settings >> Location.

A factory restore might be needed prior to upgrading the software, this way the system can go back to the factory defaults.

Here are instructions:

To reset the system to its factory partition software using the restore button:

1 While the system is powered off, press and hold the restore button.

2 While holding the restore button, press the power button once.

3 Keep holding the restore button for 30 more seconds, and then release it.

During the factory restore process, the system displays the Polycom startup

screen on component monitors. Other types of monitors will be blank. Do not

power off the system during the factory restore process. The system restarts

automatically when the process is complete.

The restore button is inside the small pinhole underneath the power button, a paper clip will be needed.

[tsebal]

I have tried to change the country and language settings. It has not helped me. I will try to reset HDX. HDX is bought in Russia.

Thanks!

[dorian]

Hi,

factory reset won't solve the problem. It is a hardware limitation. You will only be able to upgrade the system with software that has "ne" in the filename.

[tsebal]

Hi, dorian! Where I can download the specified software (with "ne" in filename)? I have 3 and more HDX 7000 for update (with license).

[hjuliao]

Hello,

Here is the link to the latest version of the firmware; you have to change the location in our website from United States to the UK in order to download the proper version.

http://downloads.polycom.com/video/hdx/polycom-hdx-release-3_0_2_ne-11176.zip

[tsebal · Accepted solution]

It's really work! Thank you.