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HP Recommended

Hi,

 

Whenever I am updating my Polycom Real Presence 500 from Version 4.1.3.2 to V 5.1,

it is always stuck in mars-plcm-root-tgz-5.1.0-250527.plcm. It says in the screen that " A file error occured during the software authentication process. The software update will be cancelled. Contact your administrator for assistance".

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello xinbatad,

Troubleshooting or providing support via the community is outside the scope for myself as an Polycom employee.

Please raise a ticket with your Polycom reseller FVC to bring this to the attention of Polycom support.

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

5 REPLIES 5
HP Recommended

Hello xinbatad,

welcome to the Polycom Community.

Did you retrieve your license code for the unit 8214304240C1CV to be updated to 5.0.0 or 5.1.0 ?

 

UFDC-824B-C560-0000-01F5 is the code for 5.1.0 for your unit and your Reseller FVC should be able to assist you.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
HP Recommended

Hi Support,

 

Yes I have acquired this code in polycom support. I have tried to update using my laptop using the same VLAN with the RPG500 but this happens. Also I tried to update direct to the USB but also stuck in same page. I didnt get this as I have upgraded the other device and now it is in Version 5.1 but this device is having issues.

HP Recommended

Hello xinbatad,

did you put a Upgrade Code on the USB stick or add the new 5.1.0 code on the unit prior to updating the unit?

 

Please work with FVC if you require support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
HP Recommended

Hi Support,

 

Yes I have saved in the USB the code taken from the polycom site and saved it as sw_keys. I have followed also the instruction for upgradation but still same happens with my device. It is getting stuck and keeps showing this error. I have also tried to upgrade this device to Version 5.0 and retrieve the keys to polycom site and still stuck at this message.

 

 

HP Recommended

Hello xinbatad,

Troubleshooting or providing support via the community is outside the scope for myself as an Polycom employee.

Please raise a ticket with your Polycom reseller FVC to bring this to the attention of Polycom support.

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.