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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hi everyone

 

I hope that maybe someone can help me with one problem. There is a customer with Group Series and wants to pair RP Touch. However option on Group named "Enable Polycom Touch Device" is greyed out and cannot be enabled.

 

Both devices are upgraded to the latest firmware (Group - 6.2.2.5, Touch - 2.2.2.5).

Any suggestions?

 

Is there anything missing or maybe it's a bug and we should restore factory config on that Group?

 

Cheers

Lukasz

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Case solved. What helped was performing factory restore with upgrade from USB.

https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-perform-a-factory-restore-to-insta... 

 

However there was one problem. Group did not accept sw_keys.txt file with upgrade key from Poly support site. It was required that someone from PGS manually create new upgrade key. There is a KB article for that (number 41610).

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?externalId=41610 

 

Cheers

Lukasz

View solution in original post

1 REPLY 1
HP Recommended

Case solved. What helped was performing factory restore with upgrade from USB.

https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-perform-a-factory-restore-to-insta... 

 

However there was one problem. Group did not accept sw_keys.txt file with upgrade key from Poly support site. It was required that someone from PGS manually create new upgrade key. There is a KB article for that (number 41610).

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?externalId=41610 

 

Cheers

Lukasz

† 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>.