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‎07-31-2024 12:27 AM - edited ‎08-03-2024 01:57 AM

HP Recommended

*Knowledge Article*

 

Title:    Poly Studio X52 and Poly Studio G62 Getting Stuck on Poly Logo During Upgrade

 

Products Impacted:

  • Poly Studio X52 and Poly G62

 

Version(s) Affected:

  • Poly VideoOS 4.3.0

 

Issue:  

  • When Poly device has Remote Logging enabled, during an upgrade to the affected software versions and after a reboot, device is getting stuck at a reboot loop.


IMPORTANT:
If device has successfully upgraded to Poly VideoOS 4.3.0, do not turn on Remote Logging as the issue will occur after reboots.

 

Workaround: 

  • Ensure you upgrade to 4.3.0-406189

Mitigation:

  • UPDATE

    Poly VideoOS 4.3.0-406189 is now live on Poly Lens and the Poly auto servers.
     

    SteffenBaierUK_0-1722671485161.png

 

  • If the system is stuck in a reboot loop, a pinhole factory restore is required to recover the system if the system is already in this state.

> See User/Administrator guide for further factory restore information:
Poly Studio X52
https://docs.poly.com/bundle/polyvideomode-ag-current/page/factory-restore-the-studio-x52.html

Poly G62  
https://docs.poly.com/bundle/g62-hardware-user-guide/page/factory-restore-the-poly-studio-g62.html


More information:

 

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