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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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‎03-29-2018 02:21 AM

HP Recommended

Anyone else had problems downgrading firmware on Soundstructures. We have to downgrade to V1.7.1 on behalf of a client but have found that units with revision DT (and a different logo on the front) will fail afterwards with a continious flashing green LED on the front. Doing a factory reset using the D-sub does not cure it and you cannot connect with Soundstructure studio over IP or RS232. We can access the web interface and bring up a login prompt via telnet.

3 REPLIES 3

‎03-29-2018 02:37 AM

HP Recommended

Hello @ES.ChrisO,

welcome to the Polycom Community.

What is the MAC address / Serial of the unit?

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
Was this reply helpful? Yes No

‎04-03-2018 08:16 AM

HP Recommended

Hi Steffen

Sorry for the delay, but it's been Easter holidays. It's units beginning with 64167F2107 that we have had the problem with. These have a different logo on the front to the units with serial numbers 0004 F2B (which are OK). I suspect there is new hardware that can't be downgraded in the 641 units. If this is the case we will need a statement from Polycom about this to show our client.

Regards

 

Chris Ostler

Chief Engineer

Electrosonic Ltd

 

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‎04-03-2018 10:03 AM

HP Recommended

Hello Chris,

There is a FW compatibility limitation for new CRVE HW, cannot run older releases of FW. When attempting to downgrade to incompatible version the system may become non functioning – but can be factory reset with steps below.

 

 

Release Notes

https://support.polycom.com/content/dam/polycom-support/products/Voice/soundstructure/release-notes/...

 

 

  1. Compatibility explanation in the release notes

---------------------------------------------------

Hardware and Software Compatibility The new SoundStructure C-series and SR-series hardware only supports firmware versions 1.7.3 and 1.6.2 and later. Previous versions of firmware, including versions 1.5.x and earlier, are not supported on the new SoundStructure hardware.

 

-------------------------------------------------------------

 

  1. Factory Reset Instructions in Release Notes

Need to update release notes to include factory reset instructions near the top, and identify it as a recovery from FW downgrade (here it is explained as a way to reset when the authentication password is forgotten.

 

The red line connecting the two pins can be connected with a paper clip

 

image


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
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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