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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
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‎01-28-2013 02:47 PM

HP Recommended

Hi,

 

When I try to connect the Touch Control to the Group Series 500, I get a message  on th Touch Control screen saying:

 

The application directory provider ( process polycom.directoryprovider ) has stopped unexpectedly. Please try again.

 

Can anyone please advise on how I can fix this ?

 

Regards,

 

Theresa

3 REPLIES 3

‎01-28-2013 02:55 PM

HP Recommended

Hello Theresa,

welcome to the Polycom Community.

What Software Version are you running on the PTC and on the Group Series 500?

 

The latest can be found => here <= as the PTC requieres at least Version 4.0.0

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
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‎01-28-2013 03:14 PM

HP Recommended

Hi Steffen

 

Thank you so much for you quick response!

 

The Group Series 500 is running Release 4.0.1-80438

The Touch Controller had a manual update run on it and is running venus platform 4.0.1-9 and Venus apps 4.0.1-80438

 

Thanks

Theresa

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‎01-28-2013 04:01 PM

HP Recommended

Hi Steffen,

 

I have reolved the problem by manually updating the firmware via USB, then upating from the TCP over the web - there were 3 more updates. This has fixed the problem and the unit can now connect ok.

 

Thanks for your help.

 

Regards,

 

Theresa

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