TC8 stuck at "Checking for New Software"

[nlev]

I'm having trouble with a TC8 for use with Teams running version 6.3.0-211719 that is stuck at a screen saying "Checking for New Software". I tried the factory reset from the web UI on the TC8 but it ends up back at this same screen again. I wonder if this may have started after the recent 4.3.0 update to the Studio OS. Has anyone else seen this issue?

[nlev]

We had a report of a second TC8 unit stuck at this same "Checking for New Software" message. It seems they both went offline right around the same time, so I suspect they may have both been damaged by the update. We have other TC8 units that updated ok, just these two seem bricked.

[nlev · Accepted solution]

Update: I was able to repair the TC8 by downgrading the Studio X to 4.2.2 which also downgraded the TC8, then upgrading it back to 4.3.0.

[M_Salman]

Hi @nlev, Welcome to Poly HP Support Community.  

Thank you for the confirmation. Should you require any more help with the TC8 issue, please feel free to let me know.

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

[ChrisAdc1]

Also had the same issue with two devices with TC8s, X50 and G7500, after upgrading. Will try the downgrade solution and try again.

[nlev]

Here's the latest info I heard from the support team on this issue. Hopefully an official fix is coming soon.

"The dev team is recreating the issue in the lab and working through it, so they are all good to go. There is no ETA for a fix just yet, but the workaround you implemented is the best way to fix the issue so far. "

[GastonLeguiza]

Where can i find the firmware to downgrade? i have the same problem with a few devices , try to get help but the only answer was to pinhole reset  the TC 8 and it doesn´t worked.

[SteffenBaierUK]

Hello @GastonLeguiza ,

welcome back to the HP Poly community.

From our Video FAQ:

Jan 06, 2024 Question: Since the move from Poly to HP where can I download Software?
Resolution: Please see >here< for an explanation and create an Account for Poly Lens in the cloud

Best Regards

Steffen Baier