Poly G7500 - Latest Firmware/Factory Reset /#/oob/ Stuck on "Connecting to the Cloud"

[mlahr]

When you get stuck in the 4.1.2 connecting to cloud issue you can downgrade to 4.1.1 by downloading the 4.1.1 firmware from HP and creating a USB thumb drive with the downgrade version.

You will have to login or create a Poly LENS account to get the 4.1.1 software. Then you will need to extract the compressed file and then extract the TAR file. Copy the extracted folders and files directly to a FAT 32 formatted USB thumb drives root directory.

Insert that thumb drive and within a few seconds it should pop up a message that it will begin the software installation of the version on the drive.

Once you have done this if you need your systems to be in Say MS Teams put them in that mode first before you upgrade to 4.1.2. Otherwise you will be right back to were you started.

If you switch Poly modes or factory reset you will also go right back to this error.

Hope that helps!

[NathanMcNair]

Oh, I didn't even think to fully extract everything.  I just successfully downgraded the test X50 I have in my lab by doing that.  Unfortunately, there is nobody in the office currently to test it on the X52s, but I would have to imagine the process would work on those as well.

[SteffenBaierUK]

Hello @NathanMcNair ,

welcome to the HP Poly community.

From our publicly available Video FAQ:

Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB or a local HTTP server, and what format do I need to use?

Resolution: Please check => here <=

Best Regards

Steffen Baier

[DanielPetrillo]

Hi Nathan - Yes follow instructions provided by Steffen - they outline how to get the zip files onto the flash drive fat32 format!

[JohanBonvalet]

hello

it's a 4.1.2 issue

downgrade to 4.1.1 and it will be ok.

had the same here on a X50.

[nlev]

Has anyone tried upgrading to 4.1.3 yet to see if the issue is resolved? Maybe downgrade is no longer needed.

[mlahr · Accepted solution]

We have tested 4.1.3 update on the systems that were having this issue and it seems to be resolved in the update!

[SteffenBaierUK]

Hello @mlahr , @DanielPetrillo , @JohanBonvalet , @NathanMcNair and @nlev 

this was fixed in 4.1.3

Device Management

EN-251317

On a Poly Studio X video bar in Zoom mode which is not connected to the internet the device becomes stuck attempting to connect to the cloud.

https://docs.poly.com/bundle/videoos-rn-4-top/page/products-tested-4.1.3.html

Best regards

Steffen Baier