TC8 Stuck on Poly Loading Screen After Firmware upgrade (3.7 > 4.1)

[JD222226544]

Hi All,

Recently had a TC8 running V3.7 refusing to pair to a 4.1 G7500.... after a few network changes we got them able to discover and pair. Great!

Finally I told the TC8 to perform its upgrade to match the G7500's SW up to V4.1.... It got to 98% with a blank screen on the TC "REBOOTING"..... then hung for 2 hours. After a POE reset, the TC8 now stays on the "Poly" logo..... undiscoverable to the LAN, no status, looks like the firmware failed.

All we have is a reset button and a RJ45 connection, the MicroUSB-B on the back does nothing.... there must be a way to bring this unit back to life.

RMA is out of the question - our AV Vendor went bankrupt and registered out unit early, warranty lapsed.

Thanks in advance

[Meghana_10]

Hello, welcome to the HP Poly community.
Please let me know the country you live in so that I can assist you better.

Regards,
Meghana

[JD222226544]

Canada.

[yousaf5]

hi JD222226544

Did you find out the solution?

[Adrian-RO]

Hello, same device, same upgrade, same problem here too...

[JD222226544]

Nope, no solution so far. Looks like we're in possession of a bricked TC8 having to either a) pay for support to RMA the unit or b) purchase a replacement TC8 ourselves.

I'll keep trying to find some other way to resolve this, but it's not looking hopeful. 

[Meghana_10]

I am extremely sorry for the delay in response.
As the issue is not being resolved, I request you to please reach out to Poly customer support at 800-985-9815 for further warranty and replacement related queries and further assistance.

Regards,
Meghana 

[ByteMe72]

We are a sizable organization, with around 20 Poly Studio X50 units configured with a paired TC8 panel. We run Zoom Rooms on them. While trying to deploy some additional systems (we'll eventually get up to around 25 or so) we ran into this issue. Our TC8 units shipped with Poly OS 3.5.x on them, and will thus not run a reasonably recent version of the Zoom controller software. We HAVE to update the Poly OS on both the X50 and the TC8 immediately upon deployment in order to run an up-to-date version of Zoom. Recently - in the last couple of weeks or so - we've run into the issue where trying to update the TC8 from 3.5.x to 4.x.x bricks the TC8 in exactly the way the original poster described. The firmware update seems to proceed normally, then hangs at the reboot. Completely bricks the TC8. As recently as a month ago or so, the normal update process worked fine with no problems. This is a very recent occurrence, that makes me think there is some sort of problem recently introduced with the firmware/updaters. We ended up bricking 3 - count them, 3! - TC8 units. Fortunately they're under warranty and I have RMA'd them for replacement successfully.

The only way to work around this problem is to NOT use the usual on-line update process (i.e. log in to the Poly Studio administrative interface, then use the firmware update tool). This WILL brick the TC8 every time. Instead, once you've paired the TC8 to the Poly Studio (or whatever you're pairing it to) use the manual USB update method to update the TC8 manually to 3.14.2. Once this is done, you can do the subsequent updates the normal way until you are fully updated. You can go here to find the manual firmware update files: https://support.poly.com/support/s/article/knova-47441-nexgen-poly-os-upgradedowngrade-files-from-le... Please note: even though I SPECIFICALLY downloaded and prepped the 3.14.2 software, the TC8 (successfully, without bricking) updates to 4.0.x. Not sure why, but it does. Using this method I've been able to field and update new TC8 units without bricking them. Additional note: all of our systems are on line (i.e. they can see the Internet, albeit through a firewall). I assume that during the manual update process - even though it's the MANUAL process - the TC8 "phones home" and somehow grabs the later firmware. Mystery to me why THIS download works but the normal update process download destroys the TC8.

I know the above is no help for EXISTING bricked units - RMA (if you can) seems to be the only recourse. But the above steps will prevent further damage as you deploy new units. As far as I know TC8 units continue to be shipped with ancient firmware (the ones I'm fielding were purchased just four months ago and they arrived with 3.5.x!). Trying to update a NEW out-of-the-box unit bought TODAY will DESTROY it if you do it the normal way. If you haven't updated your TC8 since purchase, then trying to update it today the normal way will DESTROY it. The manual USB update method is the only way I know to get past the danger point. Be careful out there - I'm not guaranteeing anything. Just describing what I've seen and what worked for me.

[SteffenBaierUK]

Hello @ByteMe72 ,

welcome to the HP Poly community.

We at HP Poly cannot control stock held at resellers or partners so therefore I cannot answer why there are TC8 units out there that still run PolyOS 3.5

Specifically, I cannot explain why TC8 units had not upgraded prior to the 4.0 or the latest 4.1 release to be on a reasonable matching release.

As a quick FIY:

• Anything up to 3.14.0 TC8 was Android 9
• Anything from 3.14.1 or higher Android 9
• Anything from 4.1.0 or higher Android 11

Units upgraded to 3.14.0 will run Studio / G7500 Android 8.1 and TC8 Android 9 (versioning 3.14.0.xxxxx)

Units upgraded to 3.14.1 or 2 will run Studio / G7500 Android 8.1 and TC8/TC10 Android 9 (versioning 4.0.0.xxxxx)

Units upgraded to 4.0.x will run Studio / G7500 Android 10 and TC8/TC10 Android 9 (versioning 4.0.x.xxxxx)

Units upgraded to 4.1.x will run Studio / G7500 Android 10 and TC8/TC10 Android 11 (versioning 4.1.x.xxxxx)

As a manual upgrade path please ensure to upgrade for now using the Custom URL:

Pre TC8 3.14.0:

• http://swupdate.lens.poly.com/polyos/3.14.0/372034

TC8 3.14.0

• 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 to PolyOS 4.0 or PolyOS 4.1

@JD222226544 @Adrian-RO  @yousaf5 

For any customer affected by a "dead" TC8 I suggest you contact our Support organization in your region and please open a support ticket (details are in my Signature)

Please mention CDAX ticket 5111524471 and Engineering ticket ECS-4351

Best Regards

Steffen Baier