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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎10-05-2023 03:01 AM

HP Recommended
Operating System: Microsoft Windows 11

Hi, 

 

I just wanted to check if anyone else have experienced that Poly systems (X30, X50, X70, G7500 etc) have factory reset themself after the latest FW update? We got the report from one of our biggest Poly customers that they today have 20+ units that have done this by themself. 

 

Example:

G7500

PolyOS: v4.1.0_00-180034

TC8: v4.1.0-211230

Zoom Room: v5.16.0.3769

16 REPLIES 16

‎10-05-2023 03:42 AM - edited ‎10-06-2023 03:26 PM

HP Recommended

Hello @TobiOne ,

 

welcome to the HP Poly community.

 

I suggest you contact our Support organization in your region and mention 5112570816 or PECS-4390 as I have heard this from other customers as well. Details are in my Signature.

 

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
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‎10-05-2023 07:24 AM

HP Recommended

Hi Steffen,

 

Thank you for the quick response. 

We have contacted your support and waiting for a response on the case. 

 

Best regards,

Tobias Norling

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‎10-09-2023 02:58 AM

HP Recommended

Hi Steffen

 

We are also noticing this happen on a number of codecs (6 so far) 

Is there any update on what is causing this? I will also open a ticket.. it is a real pain to get these codecs re-provisioned remotely.

 

 

Was this reply helpful? Yes No

‎10-10-2023 11:03 PM

HP Recommended

I've also had the same issue. Original 4.1 and the new 4.10.180034.  About 3 of 80 codecs factory reset, so not a bad % really stuffing up.  Just one was a pretty important one unfortunately.

1 person found this reply helpful
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‎10-18-2023 10:52 AM

HP Recommended

I'm getting this also for my Poly Studio.  Did any of you guys contact support and was there a fix yet?  I'm going to contact support now and see if I can get some more details.

Was this reply helpful? Yes No

‎10-19-2023 03:48 AM

HP Recommended

No i reported i was having similar issues and no response from HP / Poly

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‎10-19-2023 04:33 AM

HP Recommended

Hello @collab-dan 

 

did you provide the reference cases I shared? What is your HP ticket?

 

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
Was this reply helpful? Yes No

‎10-19-2023 04:37 AM

HP Recommended

Yes i supplied the ticket number in the chat.. i can forward you the transcript if you like if PM is available

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‎10-19-2023 10:56 AM

HP Recommended

I opened a ticket yesterday and have not gotten any updates yet.  Here is my case ID 5113469789.

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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

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