A good starting point is usually to provide your currently used software and then the software version you are trying to upgrade.
Usually, for example, if you try to update from HDX 2.6 to a 3.0 or newer you would either require:
The unit to be within it's 1 year warranty period or
The unit to have a valid service contract that would then entitle you to the software upgrade
It seems, based on the message you receive , that neither is the fact.
You will need to contact your Polycom reseller and purchase a service contract. Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
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.
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. If you need immediate and/or official assistance please open a service ticket through your proper support channels. Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's