Poly TC8 is stuck on a search for updates

[sltdvg]

Devices:
Poly G7500 (OS: 4.4.2-434042; App: 6.4.0 (6657) )
Poly TC8 (Maybe OS: 6.4.2-7000764; App: 6.4.0.3448 )

Behaviour:
The Poly TC8 is now stuck at searching for upgrades after booting. I did a reset on the TC8 itself, but it still is stuck.
The ZDM doesn't recognize it as online or connected though it is connected and has full internet access, as well as access to the G7500 over the same network.
It does not search for an update if it's offline. That's the only point where I can reset it completely or can enter it's settings at all.

What happened before:
The devices failed to upgrade, which I then started manually with https://us02web.zoom.us/location to upgrade to the latest version.
It started to upgrade after removing it from the room and connecting it back to it.

What I expect:
The update to work or the TC8 to stop searching for the upgrade after reboot.

What I think:
Either it's bricked or needs a manual downgrade  to another app or OS version to accept the upgrade and run it fully.

[LK_EXN · Accepted solution]

Version 4.4.2 is almost the latest one, so it's not bad.
I'd advise you removing your Poly device from Zoom Room account/Zoom, then doing hardware factory restore on a videobar itself. Follow this guide:
https://docs.poly.com/bundle/polypartnermode-ag-current/page/factory-restore-the-system.html 

After configuring device (at least some basics) login via browser and do the update from Studio X web interface. It should update to 4.4.3.
Then switch provider mode back to Zoom, register device once more to your Zoom Room account. And update Zoom Room app (only Zoom app) from Zoom admin panel. You need to do this, since Poly firmware comes with some version of Zoom Room app, which is probably lower than what Zoom currently offers.

It should be all fine 😉

[AKsrankin]

I'm having a very similar issue.  Poly G7500 web interface set to automatically check and install updates.  Zoom Room setup to restart weekly.  Zoom apparently wasn't up to date after all and so I clicked check for updates and it updated the G7500 OK, but the TC8 said it was at 5.0.0 and was going to update to 6.4.3, restarted and now all it does it say Checking for new software...

Attempted just a simpler reboot by unplugging from POE and plugging back in, still the same.  Did a reset on it by unplugging from POE, then held the reset button while plugging back in, said it erased, then comes up for a moment saying Waiting to Pair, then goes back to Checking for new software... again.  Can't get to a web interface for it, only the G7500.  At G7500 was able to unpair and after a reset should re-pair it, but still same.  Unpaired form G7500 and Released from Zoom Room, still stuck.  Anyone have ideas?

TC8  10.1.52.89
OS Version: 5.0.0-211238  (Version Found: 6.4.3-7000875)

App Version: 6.4.?(????)

G7500  10.1.52.90
OS Version: 4.4.3-438012 Current

APP Version: 6.4.1(6706) Current

[LK_EXN · Accepted solution]

Version 4.4.2 is almost the latest one, so it's not bad.
I'd advise you removing your Poly device from Zoom Room account/Zoom, then doing hardware factory restore on a videobar itself. Follow this guide:
https://docs.poly.com/bundle/polypartnermode-ag-current/page/factory-restore-the-system.html 

After configuring device (at least some basics) login via browser and do the update from Studio X web interface. It should update to 4.4.3.
Then switch provider mode back to Zoom, register device once more to your Zoom Room account. And update Zoom Room app (only Zoom app) from Zoom admin panel. You need to do this, since Poly firmware comes with some version of Zoom Room app, which is probably lower than what Zoom currently offers.

It should be all fine 😉

[sltdvg · Accepted solution]

Thank you! This was the solution. A bit weird to have to reset them both, but it helped.
But I did it a tiny bit different:

1. Note the MAC-addresses
2. Completeley delete them from Zoom / ZDM
3. Take them offline

4. Add them back in to Zoom / ZDM again
5. Factory reset on both
6. Take them online again
7. add them back to their rooms and locations
8. Maybe add the activation code via the "Sign in" on the Poly TC8 again.

[LK_EXN]

It's great to hear, that you've managed to solve the problem! 🙂