Not able to update Poly TC8 software from 3.2.0 to 6.3.0 version.

[PS0071]

I have Poly Studio X50 & TC8  kit. I am able to update the Studio X50 to its latest software version 4.3.0-406189 and also able to pair TC8 with it. But the software version of TC8 is 3.2.0-210272 which is quiet old. As can be seen on the web interface of Studio X50 the latest software version of TC8  available is 6.3.0-211719. When I am updating the TC8 software it shows updating the software package and after half an hour it prompts with an error message that TC8 has incorrect version of the software. And on TC8, I get the message - Launching Room Controller, please wait ..........  This message remains for infinite time. How should I upgrade the TC8 software ? I am aware of the fact that software 3.2.0, first has to be upgraded to 3.14.0 and then to 4.3.0 and then finally to 6.3.0. But don't know from where to download on the flash drive and then upload to TC8? Please suggest.

Thanks in advance...      

[M_Salman]

Hi @PS0071, Welcome to Poly HP Support Community.  

Due to limited support, I would request that you contact HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving kudos or thumbs up and marking my post as an Accepted Solution.

Regards,

Salman

[SteffenBaierUK]

Hello @PS0071 ,

welcome to the HP Poly community.

Your post was placed in a section not suitable for your question and my role as a community volunteer I have moved it.

It was moved to the Meeting Room Solutions, a section that is more suitable for your request.

From our Video FAQ:

Mar 06, 2024 Question: Is there a chance that a Poly TC8 becomes inoperable after Updating Firmware?
Answer: Please ensure to check >here< prior to updating the firmware.

Please check the "SPECIAL CASE ONLY IF POLY STUDIO X/POLY G7500 IS ALREADY IN 4.1 AND THE POLY TC8 IS RUNNING UNDER 3.11" and use the Custom Update Server path.

Best Regards

Steffen Baier

[Rtdfhtfh]

Hello,

I have the same issue with a Poly Studio X50 with 3.2.0 version. The codec have upgraded to 4.3.0-406189 but the TC8 remains in 3.2.0 and I get same error that you when I try to upgrade it from the web config of the codec (it informs that the version available for TC8 yis 6.3.0-211719).

Look at this page and follow the instructions: https://support.hp.com/us-en/document/ish_9645210-9633961-16

The upgrade is preventing to break the TC8 and software version of TC8 now is uncompatible with the software version of the codec (4.3.0).

I'm going to upgrade the TC8 through the "Codec 4.1.0_00-180034 GA2/TC8 4.0.2-211096" file (amazonaws.com) using an USB stick with the content of this .tar.gz file (important FAT32 formatting of the pendrive) and then, if ok, i will upgrade again the TC8 from the web interface of the codec. I hope it works...

We had to have upgraded following this path: 3.2.0 (TC8 Android 8.1) --> 3.14.2 (TC8 4.0.0 = Android 9) --> 4.1.x or 4.3.x (TC8 Android 11), not directly 3.2.0 --> 4.1.x or 4.3.x but... it's late now.

Regards.