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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 folks,

 

I have a Polycom RealPresence Group 700 under my care that is persistently failing the 6.1.7.2 update from 6.0.1.

 

The specific error that occurs is: (see attached image)

 

A file error occured during the software download process.

 

The software update will be cancelled. Contact your administrator for assistance.

 

mars-plcm-data.tgz-6.1.7.2-510016.plcm

 

It is the same file the update fails on every time.  In addition to having tried the automatic update several times, I have tried downloading the software update package and performing a Manual Update, but the file transfer never seems to complete and the update never commences, regardless of which web browser I use. (Safari/Chrome/Firefox).  I also tried putting the software package on a USB drive along with a sw_keys.txt file and the update did commence but then failed at exactly the same point.

 

I have 3 other identical units that completed the exact same update yesterday error-free, 2 of them at the same site using on the same VLAN with the same Internet connection.

 

Does anyone know the correct remedial aciton for this issue?  I've never encountered it.  Am I going to have to do a Factory Restore and then start upgrading again from there?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @Josh Chaffey,

 

welcome to the Polycom Community.

 

Most likely something is corrupted with this single unit but as you did fail to provide any kind of history for these devices we would be assuming this.

 

As you seem to be entitled to download and upgrade software we assume that the units are currently under a service contract so please go ahead and open a ticket via your reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

View solution in original post

3 REPLIES 3
HP Recommended

Hello @Josh Chaffey,

Your post ended up in the Spam Filter so I moved this here.

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
HP Recommended

Hello @Josh Chaffey,

 

welcome to the Polycom Community.

 

Most likely something is corrupted with this single unit but as you did fail to provide any kind of history for these devices we would be assuming this.

 

As you seem to be entitled to download and upgrade software we assume that the units are currently under a service contract so please go ahead and open a ticket via your reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

SOLUTION: Unit replaced under service agreement with Transition Systems.

† 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>.