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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We have two Poly TC8s on version 3.14.0-210851 which are both paired to StudioX50s on version 3.14.2-378005.

 

The X50s report that they're up to date. The TC8s says "Version Found: 4.0.0.210907"

 

When clicking "Update All", the TC8 begins updating, and after a minute or so fails with the message "Incorrect Software Version Detected".

 

I found this article -- https://support.poly.com/support/s/article/knova-42449-x30-during-tc8-upgrade-from-poly-hosted-serve... -- which implies a network issue. We're not seeing any traffic blocked on the firewall. The X50s had no issues installing updates, and I'd imagine they're connecting to the same update servers as the TC8s. I'm also not seeing any errors in the logs like what is in that article, but I'm not confident I'm looking in the right place.

 

Any guidance is appreciated.

 

Thanks.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

For reasons I don't know .. this was a DNS problem.

 

After pointing the TC8s to public DNS (Google's 8.8.8.8 and 8.8.4.4) they began installing updates.

 

Kind of puzzling as the X50s updated without issue. But whatever, it's fixed now.

 

Hopefully this helps someone in the future.

View solution in original post

4 REPLIES 4
HP Recommended

FYI -

 

I downloaded poly-video_swbundle-3.14.2-378005, extracted 'touchctrl' and 'softwareupdate.cfg', copied to USB and we were able to update the TC8 manually to 4.0.0-210907.

 

Still need to identify the issue with updating via the Studio X50 webpage. We have one other TC8 that needs to be updated.

HP Recommended

Any thoughts on this? Still unable to get the TC8s updated via the web interface of the X50. Same error as initial post.

 

The X50s update via the web interface without issue, but we can only get the TC8s updated manually via USB.

HP Recommended

Hello @msa ,

 

Welcome to the Poly Community.

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

For reasons I don't know .. this was a DNS problem.

 

After pointing the TC8s to public DNS (Google's 8.8.8.8 and 8.8.4.4) they began installing updates.

 

Kind of puzzling as the X50s updated without issue. But whatever, it's fixed now.

 

Hopefully this helps someone in the future.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.