TC8 - 4 No of Devices are stuck in Poly Logo

[Ahamed-Shadhir]

We have 4 No's of Poly TC8 Devices and all of them are stuck in Poly Logo and had called the Support several times and until now didn't get any proper solution.  I was promised to replace the device but till now replacement request is not registered nor any solution provided

Device was running 4.0.1 and it was auto updating to 4.1.0 as Auto Update was enabled.

[SteffenBaierUK]

Hello @Ahamed-Shadhir ,

welcome back to the HP Poly community.

The HP Poly community is run by volunteers. We cannot issue an RMA as an example.  

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[JD222226544]

Hi Ahamed, did you find a solution for this problem?

I upgraded out G7500 from software version 3.7, to 4.1 without a problem. Once we finally got the tablet paired with the G7500 and performed the software upgrade... it attempted to reboot the unit (at 98%) and then got stuck on a blank screen after 2 hours.

After POE recovery the TC8 booted up, but was stuck on the Poly Logo.... our warranty lapsed for the unit due to a bankrupt vendor registering the device before installing it on site.

How were you able to resolve the issue? did you? RMA is out of the question, there must me a solution.

I started my own thread here.

[LK_ENP]

Before updating to version 4+, devices need to be updated to 3.14 first.

Only after that try to attempt to update them first.

You can try changing "Download update from" to "Custom Server URL" and then enter:

https://swupdate.lens.poly.com/polyos/3.14.2/378005

[Prajwal_10]

Welcome to HP Poly 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://www.hp.com/contacthp/

Regards,
Prajwal

[SteffenBaierUK]

Hello @Ahamed-Shadhir , @LK_ENP  @JD222226544  ,

welcome to the HP Poly community.

Please check >here<

Best Regards

Steffen Baier

[Andrew_DeBoer]

If my endpoint is on 4 and my TC8 is on 3.12, I don't see a way to update the TC8 to 3.14 before updating it to 4. I have bricked a few TC8s this way.
Anyone know a process for updating just the TC8?

[SteffenBaierUK]

Hello @Andrew_DeBoer 

did you see the link I shared?

if the Studio X or G7500 device is already on PolyOS 4.0.0 use the custom URL:

• http://swupdate.lens.poly.com/polyos/3.14.2/378005

Then verify the TC8 is running 4.0.0-210881

Then you can AUTO Upgrade for both again

Best regards

Steffen Baier

[Andrew_DeBoer]

Steffen:

Thank you for the URL. I did see that, but when the custom URL is used, this is what I get:

[SteffenBaierUK]

Hello @Andrew_DeBoer ,

welcome to the HP Poly community. I would have hoped you could just upgrade the TC8. In this case, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier