can not upgrade Poly Calisto 7200 firmware

[Anonymous]

I have 3 Poly Calisto 7200 and a Voxbox.  Great devices.  I am having trouble upgrade 2 of 7200 firmware.  I always get the hung during the "updating firmware" screen follow by the 

"Update interrupted please disconnect, then reconnect any USB and power cables for this device" screen (see enclosure)

No matter how many times I reconnect the USB cable, i still get this.

I am using

Plantronics Hub version 3.19.0 build 19571 on multiple Macs

I tried Plantronics Hub software on Windows 10 with same result.

PLT 7200 info:

serial number: 64167F0F038A

manufacturing date: 20170219 16 Rev X3

Thanks for any help.

--Ron

[Anonymous]

I have a similar problem. 

Unit will not update firmware.

Unit serial #64167F0F021F

Voxbox Companion shows installed F/W version 0.0.01.xxxx.

It is attempting to update to F/W version 1.0.03.0002

Error message is "The firmware update failed. Reboot your Polycom VoxBox and try again. If problem persists, refer to Help Center."

[SteffenBaierUK]

Hello @Dany  and @theroadrunner2011 ,

Welcome to the Poly Community.

Is there a specific reason why you want to upgrade the firmware i.e. an issue that you are trying to fix?

As a company, we are unable to test every PC scenario so maybe something locally like an Anti Virus/Firewall is interrupting the upgrade process?

In order to potentially try and troubleshoot this would need to come into our support organization.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

@Dany and @theroadrunner2011  I am unable to find a record of the serials provided but this may be as I am only able to access Polycom records and the units are from Plantronics prior to our merger as Poly.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

[Anonymous]

If using a USB 3 socket (on more modern laptios that's all you have), update does not work over USB3.

Solution

I plug in a USB2 hub into the USB 3 socket, then plug the device into the USB2 socket, update works fine over USB2.

[bhupender2]

Hello @SomaV,

Welcome to Poly Community.

We are not aware of any such limitations for firmware updates via USB connections. We have recently rolled out latest HUB 3.24. If possible try to test the issue using latest HUB. Also try on another PC to see if you can replicate the issue there too?

If yes, then this needs to be investigated and suggest you to log a ticket for this.

Troubleshooting or providing support via the community is outside the scope for myself as a Poly employee.

Please raise a ticket with Poly Technical Support.

You will need to provide the following:

• Provide HUB/Lens verbose logs (if issue is easily reproducible or requested) & its version in use
• Video of issue if possible as it will help visualize the issue.

• Provide screenshots related to issue or error messages.
• Serial number or firmware version of speaker and its PID (Product ID) when issue is noticed.
• PC Make and model along with USB HUB/Docking station model

• Operating System & HUB version in use.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".
 
The title Admin is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. This forum replies or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.