Unable to Update Poly Studio X50 - The certificate is missing or invalid.

[Stefan_ITC]

Hello Community,

we have several Poly Studio X50 which we cannot update. Unfortunately we get the error message: "The certificate is missing or invalid." We have already manually entered the official update sources, but we get the same message for all addresses. How can we update the system so that third party apss are fully available again? Our current version is the 3.7.1-354025

Best regards
Stefan

[Hiralkumar · Accepted solution]

Hi Stefan,

The certificate is missing or invalid - error usually indicate issue with Date/Time configured on the device not matching with poly software server. Please try setting accurate date and time time on the device either  manually or using NTP server and try  to update the device. if you still facing the issue,  request you to raise support case with hp for further isolation. 

• To set date and time on the device please use following guide. 

https://docs.poly.com/bundle/polypartnermode-ag-current/page/set-the-date-and-time.html

• reference article : 

https://support.poly.com/support/s/article/X30-reporting-certificate-is-missing-or-invalid-and-faili...

Regards

Hiral 

Technical support specialists. 

[UweA]

Important: Please make sure that you upgrade to 3.14.1 or 3.14.2 before running the upgrade to 4.x. 

This makes sure that all requirements for 4.x at met and the upgrade can run smoothly (4.x includes a major Android upgrade from Android 8.1 to Android 10 on Studio X, as well as Android 9 to Android 11 on TC8).

[Stefan_ITC]

Hello Uwe,

I have the automatic update sources from Poly in use. There it is always updated via the intermediate step 3.14.2. However, I had no view for the version of the TC8. The wanted to update now apparently from version 3.x to version 5.x and does not seem to start again. Do you have another tip for me?

Greetings
Stefan

[UweA]

Hi Stefan...

if you can´t recover the unit and it just shows the Poly logo, please open a support ticket with HP.

[Rob445]

Appreciate that a response has been marked as a solution but we saw similiar issues with our X30s.

We had to go through incremental upgrades, rather than upgrading to the latest firmware straight away. Eventually after 4 or 5 incremental steps we were able to jump to the latest.

May not help now but could help someone in the future.

Rob