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Guidelines
We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
Locked

‎11-23-2023 10:18 PM

HP Recommended

We are trying to update our Poly X50 to the latest version. 
We keeps getting "Unable to Access provided URL". 
Solutions tried: 
1. Using other connection without FW policy.
2. Updating using Poly Lens. 
3 Changing DNS to 8.8.8.8 and 8.8.4.4.

RanielLimbo_0-1700803081892.png


Note: We have Poly X30 with the same network configuration. We are able to update without problem. 

1 ACCEPTED SOLUTION

Accepted Solutions

‎12-03-2023 11:58 PM

HP Recommended

This was already resolved. 
The problem was the incorrect date and time of the device. 
The device is not applying the correct date and time when changing time zone automatically.
I changed the date and time manually and after that Studio X50 found the latest firmware with no error.

In some cases, if you have a time server - you can use it as well.

View solution in original post

Was this reply helpful? Yes No
7 REPLIES 7

‎11-24-2023 01:01 AM

HP Recommended

Hello @RanielLimbo ,

 

welcome to the HP Poly community. What is the reason for you to update? What Provider is being used?

 

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
Was this reply helpful? Yes No

‎11-24-2023 01:05 AM

HP Recommended

Hi SteffenBaierUK,

We are using Microsoft Teams provider.

Thank you.

 

Regards,

Raniel Limbo

Was this reply helpful? Yes No

‎11-24-2023 01:18 AM

HP Recommended

Hello @RanielLimbo ,

 

there is no real need to move to 4.1.0 V2 or 4.1.1 as our Partner Microsoft has ongoing issues with the later firmware version which includes a version of the Microsoft Teams application and Company portal causing issues around devices signing out and others.

 

If you still believe you need to upgrade 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
Was this reply helpful? Yes No

‎11-27-2023 02:31 PM

HP Recommended

I'm seeing a similar error message "The update server URL is empty or invalid." but I'm not sure if it's related. As a workaround, could you try updating using the USB drive method?

 

nlev_0-1701120698666.png

 

Was this reply helpful? Yes No

‎11-27-2023 04:52 PM

HP Recommended

Hi @SteffenBaierUK, I understand that there is an ongoing issue with the latest version. 
However, this is also the reason why we are trying to update - we are encountering the logon/signing out issue in the current version.

 

Regards,

Raniel Limbo

Was this reply helpful? Yes No

‎11-27-2023 04:56 PM

HP Recommended

Hi @Nlev, 

 

Already tried updating using USB, but I cannot download the latest firmware(4.1.1.386158).

 

Thank you for the suggestion.

 

As for your issue, try updating using PolyLens.

Regards,

Raniel Limbo

Was this reply helpful? Yes No

‎12-03-2023 11:58 PM

HP Recommended

This was already resolved. 
The problem was the incorrect date and time of the device. 
The device is not applying the correct date and time when changing time zone automatically.
I changed the date and time manually and after that Studio X50 found the latest firmware with no error.

In some cases, if you have a time server - you can use it as well.

Was this reply helpful? Yes No
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