Some of your Zoom Rooms devices need to be upgraded to join this meeting | Community
Skip to main content
C
Explorer
ChillyAutumn
Explorer
May 9, 2023
Solved

Some of your Zoom Rooms devices need to be upgraded to join this meeting

  • May 9, 2023
  • 15 replies
  • 1 view

We have 3 Zoom Room's (2 using Yealink A20 video conferencing systems - bar and tablet), and the other is on a PC. The PC one is fine, but the 2 Yealink A20's both have the message pictured (and the subject of this post).

 

All are on the latest firmware and it will not let me do any meetings either between them or externally. Even if I just do 'Meet Now' with no invitees I get the error 'Some of your Zoom Rooms Devices need to be upgraded to join this meeting. Please contact IT for assistance'

 

Firmware versions:

Yealink MeetingBar A20 - Firmware: 5.14.5

CTP18: Firmware version 5.3.0

 

Yealink MeetingBar A20 - Firmware: 5.14.5

CTP18: Firmware version 5.3.0

 

Can anyone help me do this! I have some really urgent meetings that we've had to cancel because of this! I have NO option to upgrade the firmware any higher on any of the devices listed above.

 

I suspect the issue is the firmware on the tablets (CTP18) is not supported, but it's not giving me an option to upgrade further? It says it's on the latest firmware.

      Best answer by ChillyAutumn

      I have managed to fix this by myself.

       

      For anyone using the Yealink A20 (or a similar Yealink product I presume).

       

      The issue for me was the Controller's firmware was no longer compatible. It was on 5.3.0 but the minimum supported FW version is 5.4.0.

       

      I navigated to the IP address of the controller and logged in (if you have never done this the login is probably still the default: admin and password 0000).

       

      Once logged in I went to settings and then upgrade.

       

      I found the file here - https://support.yealink.com/en/portal/docList?archiveType=software&productCode=99898a459cbd1a3f (I personally went for the one with the latest firmware version: CTP18-137.310.0.12). I downloaded the file, and then uploaded it in the upload section on the yealink web browser.

       

      After about 30 minutes the upgrade was complete. Once this was done I then had the option to upgrade the firmware higher than 5.3.0 and it is now on 5.14.5.

       

      I hope this helps someone if not all of you!

      15 replies

      B
      Newcomer
      Beverly31
      Newcomer
      May 9, 2023

      I need help setting up my contacts

       

      W
      Newcomer
      wallacam
      Newcomer
      May 9, 2023

      We're having similar issues with the Poly bars across all of our rooms. The appliance and controller are both updated to latest versions.

        NickMuellerZoom
        Employee
        NickMuellerZoom
        Employee
        June 5, 2023

        Hello wallacam, apologies for the late reply.   I hope you've resolved this issue already, but if not, a few points to try:

        1. As you may already know, a change in the minimum required version of the applications occurred on May 6th, and is likely the reason you encountered the issue.
        2. The Appliance, Controller(s) and any Scheduling Display(s) must all be updated to at least the minimum required version.  Might you have one or more Scheduling Display(s) associated with those Zoom Rooms?
        3. You noted that "the appliance and controller are both updated to latest versions" - I would just advise you to cross-check with the link above to ensure they are both actually above the minimum required version (as of May 6th, that would be Zoom Rooms for Appliances 5.11.3 and Zoom Rooms Controller for Android 5.4.0 - I am assuming you have Poly TC8 controllers).  I say this because some customers have found their Poly appliances are not communicating with Zoom Device Management (ZDM) properly, so Zoom admin portal does not offer an upgrade option, even if the devices are out of date.
          1. The best way to see if a device is communicating with ZDM is to go to Zoom admin portal > Device Management > Device List and ensure your devices have the "ZDM" badge underneath their icon.  If you find a device is unexpectedly not communicating with ZDM, your best bet is first to do a manual firmware upgrade from the device web GUI.  Check again perhaps 15 minutes after the upgrade completes.  If that doesn't clear the issue, the "next step" is to open a ticket with the device vendor (Poly, in this case) - the functions that connect to ZDM are actually part of the device firmware, not the Zoom Rooms or Zoom Rooms Controller apps.  FYI, vendor support will likely ask for device firmware logs taken from the device web GUI.  They can help you diagnose and resolve the issue.

        I see lower in the thread you resolved your issue, sorry for the late reply spam.

        J
        Partner
        JoanthanC
        Partner
        May 9, 2023

        Same here with some DTen displays😋

        NickMuellerZoom
        Employee
        NickMuellerZoom
        Employee
        June 5, 2023

        Hello JoanthanC, apologies for the late reply.   I hope you've resolved this issue already, but if not, a few points to try:

        1. As you may already know, a change in the minimum required version of the applications occurred on May 6th, and is likely the reason you encountered the issue.
        2. The Appliance, Controller(s) and any Scheduling Display(s) must all be updated to at least the minimum required version.  Might you have one or more Scheduling Display(s) associated with those Zoom Rooms?

        I see lower in the thread you resolved your issue, sorry for the late reply spam.

        N
        Newcomer
        NobleCountyIT
        Newcomer
        May 9, 2023

        We have the same issue with Poly G7500 units.  We just upgraded our G7500 unit firmware to VideoOS V4.0.1 and our Zoom Room software to 5.14.5.2936

         

        We have a pretty simple setup - the G7500 with a single EagleEye IV camera.  We get audio from an external mixer via the audio input (no mic), use an HDMI TV for video out, and control the room with an Android device. Our Android device is running Room Controller app version 5.14.5

         

        We have no idea what device needs to be upgraded, nor what version may be needed.  At this point, our Zoom Rooms are dead in the water.

         

        Any advice would be appreciated.

        N
        Newcomer
        NobleCountyIT
        Newcomer
        May 11, 2023

        Apparently we had some iPad devices that were still associated with each Room.  Upgrading them is not an option for various reasons.  We removed them completely from the Zoom account and are able to control the room from the Windows and Android apps now.

        R
        Newcomer
        RandyYount
        Newcomer
        May 9, 2023

        All five our Zoom Rooms melted down today.  Three Windows PC rooms and two running Mac OS.  All of the Rooms are running iPad controllers and iPad scheduling displays.  I've literally been fixing these rooms for the past 5 hours now.  I've upgraded everything upgradable (OS, apps, iPad IOS).  Rebooted dozens of times.  Signed devices out then re-activated.  The rooms will work on the first couple of tests, then after roughly 20 minutes they can no longer join meetings.  In the rooms with PCs, the desktop app crashes and to get it to work again I have to sign out, reboot the computer then re-activate.  We've had these rooms for almost 4 years now, and although not perfect, they have never behaved this way.  Someone at Zoom needs to address this and at the very least post a community bulletin because I'm about ready to ditch Zoom rooms entirely and look for some other solution.  This is unacceptable.    

          S
          Newcomer
          SEScience
          Newcomer
          May 9, 2023

          I agree. I have the Pro version and it will not let me use the service because it says I need to update. I tried to update the software and it didn't work. This is really frustrating and embarrassing to a high tech company like Zoom.

           

          NickMuellerZoom
          Employee
          NickMuellerZoom
          Employee
          June 5, 2023

          Hello SEScience, apologies for the late reply.   I hope you've resolved this issue already, but if not, a few points to try:

          1. As you may already know, a change in the minimum required version of the applications occurred on May 6th, and is likely the reason you encountered the issue.
          2. You noted you "have the Pro version" - I take that to mean you have a Zoom Pro license.  Were you trying to update your desktop or mobile Zoom app?  If yes, what happened when you attempted to upgrade the app and how did it fail?  I recommend you contact Zoom support for assistance: https://support.zoom.us/hc/en-us/articles/201362003-Zoom-technical-support
          R
          Newcomer
          RandyYount
          Newcomer
          May 9, 2023

          For the two rooms running Mac OS, I've found they are stable (at least so far), but you have upgrade IOS on the controller and scheduler (if you're running one) as well as the Zoom apps.  For the rooms running PC, currently the desktop app crashes every time I attempt to join a zoom meeting.

          W
          Newcomer
          wallacam
          Newcomer
          May 9, 2023

          Following up as we were able to get this resolved today but it came down to our schedulers being out of the date. We had to get the iPads that we used as the scheduler connected to the app store -> download updated Zoom Room app -> sign it via activation code / paring key and that fixed our problems.

           

          We use the iPads as schedulers but have the Poly x30 / Poly x50 and x80 paired with either a poly trio as the controller or a poly touch. For Poly's you have to visit the ip address of the appliance and controller and sign into the web based GUI to update it's firmware. You need to do that both for the appliance and controller. Once updated, sign them back into the ZoomRoom account. Then visit zoom.us -> admin -> Zoom Room -> find your Room -> you should have an update prompt for latest app version of the firmware for the appliance and controller.

           

          This doc made things more clear in terms of what version was supported https://support.zoom.us/hc/en-us/articles/360059429231-Zoom-Software-Quarterly-Lifecycle-Policy.

           

           

           

           

            J
            Partner
            JoanthanC
            Partner
            May 10, 2023

            Thank you this worked for us on our zoom room with the Dten board, thank you for the post👍

            C
            Explorer
            ChillyAutumnAuthor
            Explorer
            May 10, 2023

            @51 are you able to help with this at all? We're paying hundreds of dollars to you and we cannot use the service we've paid for. This is a widespread issue it seems from this post and others and there is no direction on how to resolve this from you.

              W
              Newcomer
              WilliamBlake
              Newcomer
              May 10, 2023

              We've got the exact same issue and no clear path to a resolution.  Yealink Meeting Bar A30 with CTP18.

              C
              Explorer
              ChillyAutumnAuthor
              Explorer
              May 10, 2023

              See my comment I just posted, hopefully this will solve it for you!

               

              C
              Explorer
              ChillyAutumnAuthorAnswer
              Explorer
              May 10, 2023

              I have managed to fix this by myself.

               

              For anyone using the Yealink A20 (or a similar Yealink product I presume).

               

              The issue for me was the Controller's firmware was no longer compatible. It was on 5.3.0 but the minimum supported FW version is 5.4.0.

               

              I navigated to the IP address of the controller and logged in (if you have never done this the login is probably still the default: admin and password 0000).

               

              Once logged in I went to settings and then upgrade.

               

              I found the file here - https://support.yealink.com/en/portal/docList?archiveType=software&productCode=99898a459cbd1a3f (I personally went for the one with the latest firmware version: CTP18-137.310.0.12). I downloaded the file, and then uploaded it in the upload section on the yealink web browser.

               

              After about 30 minutes the upgrade was complete. Once this was done I then had the option to upgrade the firmware higher than 5.3.0 and it is now on 5.14.5.

               

              I hope this helps someone if not all of you!

                Show more replies
                Terms & ConditionsAccessibility statement
                Copyright © Zoom Communications, Inc. All rights reserved.