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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Good Morning.

When I try to upgrade the CX7000 to version 1.1  the system does not accept domain user to login (including the Admin user). Does anyone know why this might happen?
Thank you very much.

12 REPLIES 12
HP Recommended

Hello Roberto,

welcome to the Polycom Community.

Have you tried the Username Administrator with his Password ?

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
HP Recommended

Hello, Steffen.
Yes, I tested with the administrator user and other users with domain administrator profile.

 

The Domain Server shows "DCOM error" 2147944122 "from the computer  cx7000.neovalia.es when attempting to activate the server: {03837521-098B-11D8-9414-505054503030}.

 

Do you know if there is any way to do the upgrade without the equipment is connected to a domain?

Thanks

HP Recommended

Hello Roberto,

 

I discussed this briefly with our Engineering Team and they advised that you try the Domain Administrator when upgrading a system from 1.0.2 (It must be on that Version to be able to upgrade)

 

If this still fails please factory restore the unit as described in the Admin Guide on page 30 which can be found => here <=

 

If you are still unsuccessful please raise a ticket via your Polycom reseller with Polycom support.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
HP Recommended

Hello Roberto,

 

just another follow up.

 

Can you confirm that you are already running on 1.0.2 ?

 

Best regards

 

Steffen Baier

------------------------------------------------
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
HP Recommended

Hello, i am the Distributor and i have a support ticket opened from early october. From Polycom Support no one can explain me why this issue occurs.

Obviously i try to do the upgrade using my administrator Domain user, but the result still being the same.

One of our customer has adquired a unit for use in a Officce 365 enviroment and i cannot tell him how can upgrade it.

Could be some requirement on the Domain that i have forgetting?

HP Recommended

Hello Roberto,

 

as just confirmed within the regular support process the issue has been resolved and is addressed via a special build available from Polycom support.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
HP Recommended

We have the same issue.  We need to get the system to update to 1.1 and are stuck at the Domain Administrator/Account Operator credentials screen.  Nothing we enter will let us complete the upgrade.  This is very frustrating.  Is there a way around this?  We can't even use the device until we get the upgrade completed.

HP Recommended

Hello Scott,

welcome to the Polycom Community.

Please contact your Polycom reseller or Polycom Support.

 

As a reference use DSTC-1222 as the fix discussed in this topic.

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
HP Recommended

Thank you for your help.  I contacted our releller and they helped us get the device upgraded to the latest version.  I now have another issue.  When setting the unit up in the setup wizard, it tells me my accout name or password is incorrect.  I am able to use the account within Lync on a PC, so I know this is not the case.  I have tried several accounts that I know work, and all of them I get the same results.  If you have any insight, that would be appreciated.

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