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- Studio X devices showing different available firmware versio...

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12-07-2024 08:22 AM
I have over a dozen of the Poly Studio X30 and X50 systems. I am trying to keep them all up to date and consistent so I setup a Poly Lens account and configured all the devices with my Poly Lens as the Provisioning Server. All devices show and are successfully registered.
I setup a device policy for the X30 and another for the X50, but both are the same where I just set them to auto update to the latest firmware between 1:00 and 5:00.
Some of the X50 and X30 will update to the latest firmware, but several of each will not show that the latest firmware is available. The General -> Device Managment screen shows that their current firmware (2,3, or 4 revs behind) is the latest and they are up to date.
When I disable the Provisioning server and set the Download Update From setting to Polycom Support Site, they see the latest rev and have no issue updating. Even after I perform the update from the Poly Support Site and re-enable the provisioning from Poly Lens, the old rev that was on the unit is showing as the latest available rev.
Current Rev for the Studio X devices should be 4.4.0.416273
Multiple devices have updated without issue, but several are stuck thinking 4.0.1.380048, or 4.1.0-211200 are the current revs even though the other Studio X devices clearly can detect 4.4.0 as the latest rev.
Is anyone else having an issue where their devices are not getting the latest rev from Lens?
(Please, Please, Please do not post that canned response about checking the KBs and supplying a bunch of other stuff that really does not provide any clearer detail than what I just posted. It only cause people trying to help to ignore the question because they think a response was posted.)
Solved! Go to Solution.
Accepted Solutions
12-19-2024 04:05 PM
The Support team had me reset the units to factory defaults in order to get the firmware to install.
12-09-2024 08:18 AM
Hi @JordanNolan Welcome to Poly HP Support Community.
Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.
https://support.hp.com/us-en/poly
I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.
Regards,
Salman