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‎11-09-2023 12:54 AM - edited ‎11-09-2023 12:57 AM

HP Recommended

Hello all,

 

the original document can be found >here<

 

Poly TC8 Becomes Inoperable After Updating Firmware

 

Issue

Poly TC8 updated to TC 4.10 from a version earlier than TC3.11.0 is left in a bad state and rendered unbootable and unusable. The only option to fix the issue is to RMA the Poly TC8.

Affected products

 

This tech alert applies to the following products:

  • Poly TC8 paired with Studio X30/X50/X52/X70 or G7500.

Actions

 

For customers with TC8 on builds earlier than TC 3.11.0, please follow the instructions below:

1. Before updating a Poly TC8 to TC 4.1.0, verify the Poly TC8 software version matches the software version of the paired Studio X30/X50/X52/X70 or G7500 (‘codec’) and that the codec is on VideoOS 3.14.2 or higher.

Reminder: In PolyOS 3.14.2 the expected release numbering is Studio X/G7500 3.14.2-378005 and TC8 4.0.0.210907

  • Check the current version of the paired TC8 by going to paired codec WebUI > General Settings > Device Management and checking Connected Devices, the current and available update version for TC8 is shown there:

    SteffenBaierUK_9-1699516425645.png

     

     

    This example shows that Poly TC8 is currently running version TC4.0.2-211096 and the upgrade server has version TC4.1.0.211200 is available.

    2. If the Poly TC8 is on a version below TC 3.11.0, download the VideoOS 3.14.1 software from https://www.poly.com/us/en/support and use one of the software updates below.

a. Update Software Using a USB Flash Drive

Follow the instructions here - https://docs.poly.com/bundle/polyvideomode-ag-current/page/update-software-using-a-usb-flash-drive.h...and make sure that Poly TC8 is running 4.0.x before moving the whole system to 4.1.0.

b. Update Software Using Poly Clariti Manager Or a Custom Web Server

Upload the ‘tgz’ package from https://www.poly.com/us/en/supportto the server and make sure that Poly TC8 is running 4.0.x before moving the whole system to 4.1.0.

c. Update Software Using Poly Lens URLs

Please point systems to the Custom Server option with the Poly Lens URL in the table below. The following instructions should also be used for Microsoft Teams and Zoom customers relying on MS TAC or ZDM for software updates.

  • To set a Custom Server go to paired codec WebUI > General Settings > Device Management, and set Download Update From: to Custom Server URL.

    SteffenBaierUK_8-1699516347883.png

     

     

  • The update Server Address should be set to the correspondent URL of the version the customer would like to use:

Table 1: Poly Lens URLs for PolyOS Bundled Software with TC8 Software - Table is provided for TC8 RMA replacements that are on older versions in order to enable customers to upgrade to the current version Poly OS 4.1. or 4.0.20.

URL LIST

USE CASE

G7500/Studio X

TC8

Custom Update URL

New device tree in TC8

Android version in TC8

 

Customer using the version specified in G7500/Studio X column

3.8.0-356041

3.8.0.210581

https://swupdate.lens.poly.com/polyos/3.8.0/356041/

No

9

3.9.0-358026

3.9.0.210608

https://swupdate.lens.poly.com/polyos/3.9.0/358026/

No

9

3.9.1-360007

3.9.0.210608

https://swupdate.lens.poly.com/polyos/3.9.1/360007/

No

9

3.10.0-362035

3.10.0.210644

https://swupdate.lens.poly.com/polyos/3.10.0/362035/

No

9

3.12.0-366027

3.12.0.210716

https://swupdate.lens.poly.com/polyos/3.12.0/366027/

Yes

9

3.13.0-368067

3.13.0.210799

https://swupdate.lens.poly.com/polyos/3.13.0/368067/

Yes

9

3.14.0-372034

3.14.0.210851

https://swupdate.lens.poly.com/polyos/3.14.0/372034/

Yes

9

3.14.1-374010

4.0.0.210881

https://swupdate.lens.poly.com/polyos/3.14.1/374010/

Yes

9

3.14.2-378005

4.0.0.210907

https://swupdate.lens.poly.com/polyos/3.14.2/378005/

Yes

9

4.0.0-376092

4.0.0.210993

https://swupdate.lens.poly.com/polyos/4.0.0/376092/

Yes

9

4.0.1-380048

4.0.1.211044

https://swupdate.lens.poly.com/polyos/4.0.1/380048/

Yes

9

4.0.2-384012

4.0.2-211096

https://swupdate.lens.poly.com/polyos/4.0.2/384012/

Yes

9

Only if TC8 >= 3.11

4.1.0-382263

4.1.0.211200

https://swupdate.lens.poly.com/polyos/4.1.0/382263/

Yes

9

4.1.0_00-180034

4.1.0.211230

https://swupdate.lens.poly.com/polyos/4.1.0_00/180034/

Yes

9

SPECIAL CASE ONLY IF STUDIO X/G7500 IS ALREADY IN 4.1 AND THE TC8 IS RUNNING UNDER 3.11

 

 

4.1.0-382263

4.0.2-211096

https://ftp-usa.polycom.com/%7Eecosystem/TC8OnlyUpdate-PCAPGA1

Yes

9

 

4.1.0_00-180034

4.0.2-211096

https://ftp-usa.polycom.com/~ecosystem/TC8OnlyUpdate-PCAPGA2

 

Yes

9


IMPORTANT: A combination of old device tree with Android 9 moving to new device tree with Android 11 in TC8 will render the TC8 inoperable.

NOTE: 

NOTE: If customer desires PolyOS 4.1.0 release, only after TC8 is confirmed to be running 4.0.x, then the TC8 be moved to TC4.1.0 with the following URLs:

Codec 4.1.0-382263/TC8 4.1.0.211200 GA1

https://swupdate.lens.poly.com/polyos/4.1.0/382263/

Codec 4.1.0_00-180034/TC8 4.1.0.211230 GA2

https://swupdate.lens.poly.com/polyos/4.1.0_00/180034/


d. Special Cases

If the Studio X/G7500 is already running 4.1.X, please use the following special software package; in this case, the TC8 will not go directly to 4.1.X but will go firstly to 4.0.2-211096.

Codec 4.1.0-382263/TC8 4.0.2-211096

https://ftp-usa.polycom.com/~ecosystem/TC8OnlyUpdate-PCAPGA1

 

Codec 4.1.0_00-180034 GA 2/TC8 4.0.2-211096

https://ftp-usa.polycom.com/~ecosystem/TC8OnlyUpdate-PCAPGA2

 

For Clariti Manager and USB upgrade methods

Codec 4.1.0_00-180034 GA2/TC8 4.0.2-211096

https://s3-us-west-2.amazonaws.com/pgs-support/pub/test_acceptance.html?a5dd946acc6a33b2adb66252a8a7...


3. RMA information for inoperable Poly TC8 caused by a firmware update

RMA request valid between September 15, 2023 and December 31, 2023


Warranty required: No.

If a Poly TC8 becomes inoperable after a firmware update, HP/Poly will RMA the in or out of warranty Poly TC8 between September 15, 2023 and December 31, 2023. After December 31, 2023, HP/Poly will no longer RMA Poly TC8 for this issue.

FIX

 

  • A mechanism has been added to Poly Lens update servers in order to avoid the Poly TC8s moving to TC4.1.0 software; this change does not impact Poly TC10s.

    When the codec is running Poly VideoOS 3.14.2 or higher, with Automatic Updates from Polycom Support Site enabled, the screenshot below shows the results from the system web interface.

    SteffenBaierUK_7-1699516272443.png

     

While Poly TC8’s section shows that TC4.1.0 is available, when the upgrade process is triggered the Poly TC8 will download a software package for TC4.0.2, not from TC4.1.0.

There are two caveats with this mechanism:

  • Once Poly TC8 finishes the upgrade process, an error message will be shown in the system web interface, this message can be ignored since it’s correctly stating that the Poly TC8 has not upgraded to the expected release.

    SteffenBaierUK_6-1699516194847.png

     

  • A fix to prevent Poly TC8 units going to TC5.0 when upgrading paired Poly Studio X/Poly G7500 running version earlier than Poly VideoOS 3.14 through Poly Support site is already in production.
    SteffenBaierUK_5-1699516132009.png 

IMPORTANT : 

 

In this case, as shown in the screenshot above, the Poly TC8 will not show an available version with an error message “The software version is not found”, this is expected and only the codec will be upgraded, please make sure to follow the instructions #2 from previous “Actions” section once the codec is running Poly VideoOS 3.14.2.

  • A software fix to prevent Poly TC8 going inoperable when moving from versions earlier than TC3.11 is targeted for Poly VideoOS 4.1.1 release.

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