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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended

Hi, We have a Polycom CX5000 and we're using it w/Windows 7 64 Bit Enterprise and LYNC 2013. I tried to update the firmware but when I try to launch the CX5000 Management Tool a window just flashes but never actually opens.

Something else is when I'm in LYNC and go to my Video Device I get a video under the Polycom CX5000 Active Speaker Video drop down, but as soon as I send an invitation to do a LYNC via video the video disappears and is replace by text that reads: "Can't connect to this camera. Close any active conversations or other programs that are using your camera, and then try again."

Any thoughts on this??

Thank you in advance for any assistance.

Shawn

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello Shawn,

I believe you need to run the CMD window as an Administrator and should show the progress counted in blocks.

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

Best Regards

Steffen Baier

Polycom Global Services

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

View solution in original post

11 REPLIES 11
HP Recommended

Hello ssharnick,

welcome to the Polycom Community.

 

The CX5000Manage.exe is a DOS based tool that neeeds to run in a DOS window.

 

The CX5000 Deployment Guide => here <= describes its usage.

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

Best Regards

Steffen Baier

Polycom Global Services

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

Thank you Steffen. That seems to have worked...I haven't worked in DOS for years and was confused as to the syntax. I wound up doing a factory reset because someone must have changed the password and when I entered the default password it seems to be working, the cursor is blinking below the "Enter passcode:" line, but it's been like that for about 15 minutes and nothing else is happening. Do you have any idea how long the process will take for the firmware update to complete?

 

Thank you.

 

Shawn

HP Recommended

Hello Shawn,

I believe you need to run the CMD window as an Administrator and should show the progress counted in blocks.

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

Best Regards

Steffen Baier

Polycom Global Services

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

Thank you for your help Steffen! These solutions worked!!

HP Recommended

After the firmware update the attached is what the info screen is reading. Does it look correct?

HP Recommended

Hello Shawn,

 

Did you upgrade both files ?

 

More details can be found in our Guru Jeff Schertz page => 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

Polycom Global Services

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

I believe we did. We updated the cpueboot.bin and the .cat as well as the nk.bin and nk.cat. I will look at Jeff's blog again.

Thank you.

HP Recommended

We got the firmware updated after a number of tries and we have the active speaker picture there now instead of the blue generic icon. Now it seems that the panoraminc view that WAS visible on our end isn't there now, but the person on the other end of the call can see the panoramic view. Thoughts?

Thnak you for everything!

HP Recommended

Hello Shawn,

I believe the LYNC 2013 client no longer shows the panoramic view as the LYNC 2010 client did.

 

As both clients are provided by Microsoft and the CX5000 is actually a clone of the Microsoft Round Table I suggest to seek further advise from a Microsoft forum.

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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
† 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>.