The Certificate is Missing or Invalid

[Angel_Beltran]

Hello, I would like to seek help regarding an error that occurs in the Poly Studio X52.

X52 version - 4.2.2

TC10 - 4.1.0

Provider - Teams Room

We cannot update to the latest version since there's an error "The Certificate is Missing or Invalid".

We have tried the ff troubleshooting

- changing the date and time from Auto to manual replaced it with asia.pool.ntp.org - still the same error.

- Tried changing the provider to zoom to upgrade to a 4.3 version, still cant push the update with the same error.

- check all of the Poly System Port Usage, as per the client there are no blocked sites.

Are there any troubleshooting we can still try to eliminate this error? Thanks in advance.

[SteffenBaierUK]

Hello @Angel_Beltran ,

welcome to the HP Poly community.

There are many reasons for this error to appear. Are you using a Proxy that may inspect the certificate?

You can always download the 5GB complete firmware via the Lens portal and unzip this on a USB stick or a local HTTP server.

From our Video FAQ:

Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB or a local HTTP server, and what format do I need to use?

Resolution: Please check => here <=

If you still struggle, and no other volunteer replies, I suggest you contact our Support organization in your region, if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier

[Angel_Beltran]

Hi Steffen thank you for your insights, I have actually resolved the certificate issue by isolating the network, I have brought my own router with sim and connected the X52 thru Wi-Fi. When connected to the network that has no firewalls, the Certificate Issue was eliminated and we were able to the update of the device to 4.3 (X52) 6.3 (TC10). Their concern now is if what are the specific poly sites that they need to allow to prevent this error. What is the Poly site that captures the updates of the poly devices.

[SteffenBaierUK]

Hello @Angel_Beltran ,

welcome back to the HP Poly community.

Not knowing your network or having seen a log, as this is outside of what this volunteer community provides, I can only assume there is some SSL inspection, or SSL injection happening.

The sites are usually https://downloads.polycom.com or https://swupdate.lens.poly.com

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

Best Regards

Steffen Baier