How to downgrade Teams APP only for CCX 500

Anonymous · ‎05-04-2022

Hi All, we have updated CCX 500 phone firmware through TAC to "Up to date" Healthy state, end users are noticing some call functionality issues. To troubleshoot this, I logged a ticket to Poly support. They said I have to downgrade the phones to below versions only, because they are Approved versions. While I was able to downgrade phone firmware, Teams App remained same. Not sure how to downgrade this because from TAC portal there is no option to select and downgrade it to below desired version.

https://www.poly.com/us/en/support/products/business-phones/ccx/latest-poly-ccx-software-release

SteffenBaierUK · ‎05-05-2022

Hello ,

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To answer your actual question without knowing any versions you will need to factory default the phone to delete the updated Teams APK.

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

Best Regards

Steffen Baier

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rgsteele1 · ‎05-05-2022

Hi Ragz,

If you perform a factory reset of the device, the version of the Teams app that will be installed will be the version that came with that firmware. That is the only way I am aware of to "roll back".

In case you aren't aware, there are a few ways to perform a factory reset.

From the device screen, there is a menu option under Settings > Device Configuration (I don't have a device at hand so I can't tell you exactly where)
From the web interface under Utilities > Back up and Restore > Global settings > Restore
During device power on using the instructions found here

Hope this helps!

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