Re: x50 fail to boot

leonharda · ‎03-30-2023

I have an x50 that is out of warranty and is failing to boot. No LEDs or video output when power is applied. I've already verified that the power supply works with another x50 in the building so I'm pretty sure that the power supply is fine. The unit gets warm when power is applied, so it seems to be booting at some level and isn't completely lifeless.

Is there any additional steps that can be taken with the unit before trashing it? Any sort of debugging mode or recovery mode where we can attempt to reload firmware on it?

SteffenBaierUK · ‎03-30-2023

Hello @leonharda ,

Welcome to the Poly Community.

You could try downloading a software package and installing it on a USB stick. From our FAQ

Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB, and what format do I need to use?

Resolution: Please check => here <=

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

Best Regards

Steffen Baier

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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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leonharda · ‎03-30-2023

I tried the USB load steps (I used the most recent version of the software for my device, not the version you linked) and was not successful.

SteffenBaierUK · ‎03-30-2023

Hello @leonharda

I assume you mean PolyOS 4.0. If yes the device needs to be on 3.14.x before you upgrade to PolyOS 4.0

Best Regards

Steffen

----------------

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.

----------------

⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections

leonharda · ‎03-30-2023

The same procedure with version 3.1.2 also failed.