Poly X50 Issue after recent Firmware update

[EliUAE]

Hello,

is there anyone can help me solve issue on our Studio X50, these past days the device is acting erratically, sometime it is okay but most of the time specially if there is a big meeting it goes crazy, it gets disconnected and the device would not be working as it should be, even after I rebboted, if it decides to throw tantrum it won't be stable. 

It was actually doing frine for the past 3 years  just a susual reboot if it has been kept on for along time, but all of the sudden we have this issue. 

Here is the set up.

Firmare version: 4.6.0-436380

Poly X50 connected to barco CX30, We use it on device mode, to connect the screen and the audio. nothing special. it wasn't set for room just a typical Barco that you plug the dongle, press the button and thats it.

we have 7 rooms all with the same setup and only the x50 is giving this issue.  I can provide a log if needed. 

Thanks in Advance,

Eli

[SteffenBaierUK · Accepted solution]

Hello @EliUAE ,

Welcome to the HP Poly community.

Considering you are only using the device in device mode, there should not be an issue with you simply downgrading the device to PolyOS 4.5.2.

Assuming you use Poly Lens, simply downgrade it.

If you are not using Poly Lens for your device admin, set up an account with Poly Lens and access the firmware download, download PolyOS 4.5.2, and follow the Video FAQ:

Jun 03, 2021 Question: Can I provision a Poly G7500, G62 or Studio X via USB or a local HTTP server, and what format do I need to use?

Resolution: Please check => here <=

You may also want to use the factory reset via the PIN Hole method.

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

Best Regards

Steffen Baier

[EliUAE]

Hi,

Thanks for the reply, I managed to downgrade the firmware to PolyOS 4.5.2, I hope this will eliminate all the issues we are facing, 

I will monitor and update here once we confrim that it is actually fixed.

Thanks,

E;li

[Local521]

We encountered the same issue and resolved it by backdating all our Poly Studio X30 and X50 devices to versions 4.5.2. To do this, we used the Custom Server URL option in the Poly Bar under Device Management.

Here’s a quick step-by-step guide:

1. Get the IP address of the Poly Bar.
2. Log in to the device using the IP address.
3. Navigate to Device Management.
4. Under Download Update From, select Custom Server URL.
5. Enter the appropriate URL to access the desired firmware version.

Here is the URL for the version:  https://h30434.www3.hp.com/t5/Poly-Video-Conferencing-Knowledge-Base/Software-G7500-G62-amp-Studio-X...