Polycom Touch Panel not able to upgrade

Occasional Contributor

Polycom Touch Panel not able to upgrade



I tried upgrading the Polycom Touch Panel for a Group Series 500, but the Touch does not see the USB Stick.

I have tried using multiple memory sticks to confirm that is not the issue. I have also done a factory reset on the Touch Panel but I'm still unable to update the Operating Software using a USB Stick.

Current Version on the Touch Panel and Codec: 6.1.4-400053
Operating Software: 2.0.0-198

Error I'm getting on the Touch Panel when it restarts: Required Platform version: 2.1.4-268 not available.

Anyone else have a simmilar issue?

Message 1 of 3
Karthik  Sivaram
Polycom Employee

Re: Polycom Touch Panel not able to upgrade

Hi Cornelis,

Thanks for your question.

1) Download the compatible touch panel software for your GS version from here :

2)  Do a manual upload  of  the Touch panel software on the GS unit :

And then manually pair the touch panel with the GS unit . This will give you a pop up on the touch panel to upgrade the software and the software will be pulled from the GS unit.

Hope this helps!

Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or 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.
Message 2 of 3

Re: Polycom Touch Panel not able to upgrade

when i attempted what Karthik suggested, i'm getting this bounceback: "The software update package file must have a .tar file extension."


i believe this is b/c the file posted on the Polycom support website is a .zip file and not a .tar. is the fix to basically repackage the file as a .tar file? or is there more to it?


thanks much in advance~

Message 3 of 3