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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎07-23-2013 08:54 AM

HP Recommended

I have been trying for 2 days to upgrade the software on my SoundStation2W using Windows 7.  I even went to a second computer to try to accomplish the upgrade & I am continuing to have the same problem, i.e., error message: "SoundStation2W Detection Failed".  When I get the error message I follow the instructions & I never get past step 2 of 6; and then it goes back to the beginning.  Additionally, when it asks if the SoundStation2W LCD is displaying: SoundStation2W USB Download Ready to start download; my SoundStation2W display always reads: Please Start PC Upgrade Application; but I follow that instruction and click "Application Upgrade" & always end up going no further than Step 2 of 6.  Please help.

5 REPLIES 5

‎07-23-2013 10:29 AM

HP Recommended

Hello gustoii,

welcome to the Polycom Community.

  • Have you checked this with a different USB cable yet as sometimes USB cables are not fully wired.
    Usually plugging in the SS2W into a PC should bring up the new Hardware notification.

  • What Software Version is currently installed on the SS2W?

  • Is the SS2W still working, i.e. communicating with the base station?

  • Have you got any anti virus or firewall software installed and tried to disable these yet?

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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‎07-23-2013 01:13 PM

HP Recommended

Steffen:

 

Thank you for your prompt reply.  In response to your questions:

 

  • I have not checked with a different USB cable; but I did plug the USB cable into the camera that it belongs to and everything on the camera worked perfectly.

 Additionally, when I plug in the SSW2 with the USB cable to the computer, the Device Manager lists:

 

            PLCM_USB_DEVICES

                        USB Device: VID=0451 PID=9001 (Device: SoundStation 2W USB)

 

And when I unplug the SSW2, the above is not listed in the Device Manager.

 

SS2W software:    CVM:  Unavailable

                              DSP:  82W.CON.01.015

                              CPLD:  1.00

 

  • SS2W is working, i.e., communicating with the base station.

 

  • Anti Virus & firewall – all disabled.

Nothing has changed since my first post.  So your continued help is appreciated.

 

Bill Balaban

Was this reply helpful? Yes No

‎07-24-2013 12:37 AM

HP Recommended

Hello Bill,

 

I checked internally and we don't support upgrade of DSP versions prior to 1.209.

 

I hope this explains why your upgrade attempts failed.

 

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
Was this reply helpful? Yes No

‎07-24-2013 07:09 AM

HP Recommended

Steffen:

 

Thanks for your above reply.  But let me bring you current - Last night I took the SS2W home & used my home desktop (Windows 7) and a new USB cable.  Once again I got the same results.  However, I got the following when checking the software version:

 

CVM:  1.58

DSP:  S2W.C0N.01.015

CPLD:  1.00

 

Yesterday CVM read "Unavailable" & in DSP I believe there was as typo where the "8" should have been an "S".

 

As before, let me know what I need to do to get the current software upgrade installed.

 

Thank you,

Bill Balaban

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‎07-24-2013 07:42 AM

HP Recommended

Hello Bill,

 

as already explained.

 

You have DSP:  S2W.C0N.01.015, we only support upgrading the SS2W running DSP:  S2W.C0N.01.209 or later.

 

You cannot upgrade your SS2W.

 

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
Was this reply helpful? Yes No
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