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

[DanielPetrillo]

Hello - i had just recently factory reset a Poly g7500 on the latest poly firmware release applicable.

After entering in my new password, I am just spinning on the screen below (which previously happened but it's been much longer than usual and It won't seem to get out of this screen) how do I bypass this? 

[SteffenBaierUK]

Hello @DanielPetrillo ,

welcome back to the HP Poly community. Assuming you are on 4.1.2 I suggest you raise a ticket and quote 5116439662 / PECS-248482

Details are in my Signature.

Best Regards

Steffen Baier

[mlahr]

We are getting the same issue on X30, X52 and X70 so sounds like it is a platform wide bug. What is the fix?

[ChrisAdc1]

Hi Dan, I'm pretty sure we saw this previously and we ended up reserving an IP address for the unit, so when the unit looked for the IP from DHCP, a specific one was issued not just some random one.  Might work.

[SteffenBaierUK]

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@mlahr wrote:

We are getting the same issue on X30, X52 and X70 so sounds like it is a platform wide bug. What is the fix?

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Hello @mlahr 

please see my reply to the previous poster assuming you are using PolyOS 4.1.2 as you have also not provided this detail.

Best Regards

Steffen Baier

[mlahr]

Hey Chris,

This is version 4.1.2 and I did try assigning a static to the unit. Tried different DNS even.

I tried putting it on a wireless hot spot connection even using cellular data connection and had same result. To insure this had nothing to do with a firewall or blocking of any traffic on 443 or TLS 1.2.

I have factory defaulted from both the Button and web interface.

Switched to a different provider mode and tried it. All previous attempts where while in Poly Provider mode FYI but tried in both Zoom and Teams.

We have seen this on X30, X50, X52, X70 and G7500. Doesn't happen to all units only some and all have been on the same physical LAN/WAN connection. It's pretty random. One X50 will work then the next one once updated will get the issue.

This is still unresolved. I did Opened ticket and had no further action they could take saying an update was coming to fix the issue. So patiently waiting for next release to hopefully resolve the issue. Will post once it is out. 

[ChrisAdc1]

When I mean reserving an IP address, the codec is still using DHCP, but your DHCP management system will have an IP address reserved for the MAC of your codec on that network address range.  Assigning a static IP address on the codec didn't help me, neither did DHCP allocating some random IP address.

[DanielPetrillo]

Hi What I've noticed if the only way around this is before you decide you want to factory default 4.1.2, downgrade the firmware OS first to 4.1 using the PolyOS SWUPDATE link, then once you confirmed you've downgraded firmware, then you can factory default.  Currently this is a known issue for 4.1.2 latest firmware and factory default.  So if you;'re able to access the web gui and aren't in setup mode, downgrade then factory default 

[mlahr]

Chris,

I did try reservation as well with no dice. Also did a packet capture from the reserved IP address and it is definitely getting out to downloads.poly.com. Getting Ack responses from Poly "Cloud server environment" and sets up a TLS 1.2 encrypted conversation. But that appears to be as far as it goes. This is something more basic within the software not acknowledging and proceeding with boot. Poly has verified this to be a bug when I opened the ticket and we tried a bunch of work around to no avail. They said an update should be coming soon to address this issue. I am hoping sooner rather than later. I have noticed that some do taking longer to connect to cloud and do proceed after factory reset than others. So not sure what the common dominator is regarding this issue.

[NathanMcNair]

How are you doing the OS downgrade?

We are having the same problem with all of our X52s (new batch of 12).  We have found a laborious work around for X52s that were not hooked up yet and hence didn't auto update to 4.1.2.  We setup a DHCP reservation for the X52, then on the firewall, block all outbound traffic for the device, before powering it up.  Log into the local interface, get it setup initially, then we could let the device upgrade from the version pre-installed (4.1.0-382263) to the latest version 4.1.2.388101.

The issue we have now, is that during our troubleshooting for X52s that already updated to the latest version, before we found the workaround, is that we removed/un-registered them from Poly Lens, and they will not re-register despite having DHCP options configured to auto-register, nor are we able to get a PIN from the webUI, since the webUI won't get past the connecting to the cloud prompt.

As far as I can tell, there is not a way to trigger the downgrade to 4.1.0/4.1.1 via SWUPDATE link using curl/powershell to update the config and attempts to downgrade via USB (Downgrade Software with a USB Flash Drive) did not work.  We have upgraded manually previously from 3.13 to 3.14 on our X70s with a FAT32 formatted drive when we have had issues, but the 4.x updates are all larger than 4GB (FAT32 max single file size), and the X52 doesn't seem to want to update with an exFAT or NTFS USB formatted drive with the 4.1.1 version on it.

We have done multiple factory resets on multiple X52s that auto updated to 4.1.2.