Poly TC8 stucks at launching room controller

[Vince06]

Hi All,

I have a Poly tc8 which stucks at launching Teams room controller.
The TC8 is provisioned and linked to the X50. Both has the latest update versions:
Studio X50 4.2.0.396113 and the TC8 has the 3.3.1-210392

I already fully reset both devices and also tried it after deleting them from the Poly Control page and started from sratch without any luck.
I tried to change the provisioning from Poly to Teams rooms but even that didn't work on the TC8. 
As far as I know the TC8 had never been connected to Teams rooms before. All the other Poly devices works that we have works fine.

Has anyone encountered the same issue and fixed this? Cause i'm a bit lost..

[SteffenBaierUK]

Hello @Vince06 ,

welcome to the HP Poly community.

Only yesterday I helped another user >here<

If you are still stuck, I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier

[Vince06]

Thank you for the reply. I noticed that the current version of the TC8 is still insuficient and can't be upgraded further. After multiple try and errors to upgrade the TC8 with server connectivity ór USB update the version still stucks a 3.3.1-210392
while version found is 6.3.3-211744

We also have a Teams rooms licence etc. so that can't be the problem

[SteffenBaierUK]

Hello @Vince06 ,

Please see:

[KB] Poly TC8 Becomes Inoperable After Updating Firmware

You need to upgrade your TC8 device to prevent them from becoming inoperable. The software of the TC8 device is too old!

Please check the "SPECIAL CASE ONLY IF POLY STUDIO X/POLY G7500 IS ALREADY IN 4.1 AND THE POLY TC8 IS RUNNING UNDER 3.11" and use the Custom Update Server path.

If you still struggle, I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier

[Vince06 · Accepted solution]

Thanks for the great support. After some trial and errors the TC8 has been updates to the latest version (5.0.0-211238)

1) Enter the IP address of the device in a web browser to open the System Web Interface. *

2) Go to General Settings > Device Management.

3) Select Check for Updates.

4) You will see an option of a custom URL

Please give  

https://ftp-usa.polycom.com/~ecosystem/TC8OnlyUpdate-PCAPGA1

Error can occur that the server couldn't be found but still updates after a reboot. after that the updates can be forces from the System Web Interface (General Settings > Device Management > Check for Updates)
*Make sure that the device ar not provisoned or linked with Teams. That was my biggest problem. Maybe a full factory reset of both devices are needed