Poly Studio X52 and Poly Studio G62 Getting Stuck on Poly Logo During Upgrade

[Julie_Gough]

Products Impacted: 

• Poly Studio X52 and Poly G62 

Version(s) Affected: 

• Poly VideoOS 4.3.0 

Issue:   

• When Poly device has Remote Logging enabled, during an upgrade to the affected software versions and after a reboot, device is getting stuck at a reboot loop. 

 
IMPORTANT: 
If device has successfully upgraded to Poly VideoOS 4.3.0, do not turn on Remote Logging as the issue will occur after reboots.  

Workaround:  

• Ensure you upgrade to 4.3.0-406189
   

Mitigation: 

• • UPDATE

    Poly VideoOS 4.3.0-406189 is now live on Poly Lens and the Poly auto servers.
    
    

    

• If system is stuck in reboot loop, a pinhole factory restore is required to recover the system if system is already in this state. 

> See User/Administrator guide for further factory restore information: 
Poly Studio X52 
https://docs.poly.com/bundle/polyvideomode-ag-current/page/factory-restore-the-studio-x52.html 
 
Poly G62    
https://docs.poly.com/bundle/g62-hardware-user-guide/page/factory-restore-the-poly-studio-g62.html  

 
More information: 

• https://docs.poly.com/bundle/polyvideomode-ag-current/page/configure-remote-logging.html 

• https://docs.poly.com/bundle/polyvideoos-prg-current/page/recommended-logging-parameters.html