• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended
Poly TC8
Other

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.

 

Picture.jpeg

10 REPLIES 10
HP Recommended

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

------------------------------------------------
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 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.

HP Recommended

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

HP Recommended

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

HP Recommended

Hello @Ahamed-Shadhir , @LK_ENP  @JD222226544  ,

 

welcome to the HP Poly community.

 

Please check >here<

 

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
HP Recommended

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?

HP Recommended

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:

 

Then verify the TC8 is running 4.0.0-210881

 

Then you can AUTO Upgrade for both again

 

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
HP Recommended

Steffen:

 

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

Andrew_DeBoer_0-1696010760973.png

 

HP Recommended

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

------------------------------------------------
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>.