Solved: Poly Studio X50 can't be updated - HP Support Community

Christian_by · ‎03-05-2024

Hi, I want to update my Poly Studio X50 but I always get the Authentication Error.

I am using 3.1.3-220008 right not and the offered version 3.14 is not possible to update.

I found out that I have to update first to 3.2.1.224090, then to 3.4.0.292042, and then update to 3.14 before going to 4.x.

But all the older releases are not available anymore with the offered download links:

https://h30434.www3.hp.com/t5/Meeting-Room-Solutions/Software-Poly-Studio-X-and-G7500-PolyOS-4-0-was...

Where I can find all the older releases to download?

SteffenBaierUK · ‎03-05-2024

Hello @Christian_by ,

welcome to the HP Poly community.

I would recommend this post here:

[KB] Poly TC8 Becomes Inoperable After Updating Firmware

In addition, the shared post has links to the older versions which have the URLs for the older versions if you still need these.

If this still fails, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

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

View solution in original post

SteffenBaierUK · ‎03-05-2024

Hello @Christian_by ,

welcome to the HP Poly community.

I would recommend this post here:

[KB] Poly TC8 Becomes Inoperable After Updating Firmware

In addition, the shared post has links to the older versions which have the URLs for the older versions if you still need these.

If this still fails, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

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

Christian_by · ‎03-05-2024

Thank you but thats the same. If you click on 3.8 for example. the link is not available anymore.

SteffenBaierUK · ‎03-05-2024

Hello @Christian_by

it does not help if you do not share the URL that does not work for you.

In addition, please ensure you read the whole post as the URLs posted to the previous version are not to download the version. They are as outlined in the post to be used as a Custom URL:

To downgrade to any other release navigate to the Web UI and select General Settings > Device Management > Change Download Update and select Custom Server URL

To download actual software you now need to access Poly Lens as explained in our Video FAQ:

Jan 06, 2024 Question: Since the move from Poly to HP where can I download Software?
Resolution: Please see >here< for an explanation and create an Account for Poly Lens in the cloud

If this still fails, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

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

Christian_by · ‎03-05-2024

From your link it starts with 3.10 which is not working:

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

Requested content does not exist is coming

This older links from my HP website are also not working:
https://swupdate.lens.poly.com/polyos/3.4.0/292042
https://swupdate.lens.poly.com/polyos/3.2.1/224090

At Poly Lens it starts with 3.14 which is not helpful in my case.

Thanks

SteffenBaierUK · ‎03-05-2024

Hello @Christian_by

please read my reply

@SteffenBaierUK wrote:

Hello @Christian_by

it does not help if you do not share the URL that does not work for you.

In addition, please ensure you read the whole post as the URLs posted to the previous version are not to download the version. They are as outlined in the post to be used as a Custom URL:

To downgrade to any other release navigate to the Web UI and select General Settings > Device Management > Change Download Update and select Custom Server URL

I suggest you contact our Support organization in your region. Details are in my Signature.

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

Christian_by · ‎03-05-2024

Yes, I tried it as you wrote in the previous post. But not working as well.

It's just, if I click on a newer version, there is no error message even in the browser. Thats the reason why for me it looks like they are not available for any reason.

I opened a ticket already. Thanks

SteffenBaierUK · ‎03-05-2024

Hello @Christian_by

if you add /softwareupdate.cfg behind in your browser using the 1st link you posted I get the file.

As a volunteer I am unable to follow up on all old posts and correct them in case the URL has expired so please work with support if the above does not work.

regards

Steffen

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