Re: HDX-8000 no image

Alex Kuz · ‎05-19-2022

Starting device, does not display the image. Reset whith button did not help.The solution is to update the firmware, but I do not have the key update.How do I get the key? What are the other solutions to the problem?

Polysaif · ‎05-19-2022

Hello @Alex Kuz ,

Welcome to the Poly Community.

You can get the key code from our support portal using below link.

https://support.poly.com/support/s/license-dashboard/license-process-selection

Please select site & single product activation to get the upgrade key for single device.

In case you are unable to get the key code, please reach out to our support organization.

Best Regards,
Saif Khan

Please ensure you always check the FAQ's.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Alex Kuz · ‎05-19-2022

The correct format for the USB software update key file is?

SteffenBaierUK · ‎05-20-2022

Hello @Alex Kuz

please check the FAQ as suggested by @Polysaif as everything is explained already. You can also use the search to get an answer as this has been explained on plenty of other occasions

replied via a mobile device

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

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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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Alex Kuz · ‎05-22-2022

With the help of 4GB, the flash drive formatted in FAT and then in FAT32 copied polycom-hdx-release-3.1.13-55006.pup file to the root with the sw_keys.txt

The correct format of the key is:

U<tab><Serial Number><tab><Update Key>

Connection DVI output. There is no indication when connecting to the USB flash drive. After clamping for a few seconds, the Reset button, the flash drive lights up, the indication shows that it does not read the information. Help me the problem why it does not display the image.I can’t call technical support, I don't know English.Help resolve this issue through messages.

Poly Rahul · ‎05-24-2022

Hello @Alex Kuz

You can email to Poly support with device serial number, issue description and ask for remote support to get this issue address. In community it is difficult to get constant support and not advisable to troubleshoot.

Best Regards,
Rahul Nautiyal

Please ensure you always check the FAQ's.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.