StudioX30 Update Error

[UserEM]

I wanted to get a Poly StudioX30 that hadn't been used for a long time working again.

Unfortunately, when I try to update via the web login using
"Download Update From:Polycom® Support Site",
I get an authentication failure error at around 36% and it restarts.

Current Version: 3.1.1-216122
Version Found: 3.14.2-378005

There is also an old version of Teams running on it.

Microsoft Teams

Current Version: 1449/1.0.94.202005120

[SteffenBaierUK]

Hello @UserEM ,

Welcome to the HP Poly community.

Please note if this device is paired with a TC8:

• Is there a chance that a Poly TC8 becomes inoperable after U... 

• [KB] Poly TC8 Becomes Inoperable After Updating Firmware 

You can access Poly Lens cloud and download Poly OS 3.14.2 and install this on a USB Stick or a local HTTP server as documented in our 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 <=

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

Best Regards

Steffen Baier

[UserEM]

Hello
Thank you for your reply.
No, it is not paired with a TC8.

I will try the update via USB.

[UserEM]

Unfortunately, it didn't work with the USB stick – the system simply did nothing when I plugged in the USB stick.

I also tried with another USB stick (both with a maximum capacity of 32 GB and FAT32).

I always put the entire unpacked contents of ‘poly-video_swbundle-4.6.0-436380.tar’ on the USB.

softwareupdate.cfg

videocodec
touchctrl
studioa2
studio60
studio70

micadapter

loki

ipmic

I also tried adding the studio to PolyLens Cloud, but I got an error message there too:

‘There was an error saving the device settings.’

when I tried to configure something

[SteffenBaierUK]

Hello @UserEM ,

If you follow the shared FAQ post then you "should" be fine. 

I would start out trying an older release and update in multiple steps. Also, what provider are you in when you try the update? Was the unit factory restored 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

[UserEM]

Thanks again for your reply

I also tried the older versions (3.10.0, 3.14.2 and 4.0.0), but unfortunately with the same result.

The only thing that happens is that a folder called LOST.DIR is created on the USB stick.

Yes, I performed a factory reset before I started working with the device.

I will now perform another one via the web interface (it can't hurt)