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[FAQ] How can I set up a conference or how many participants can be in the conference?, Click here to find out!
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‎05-29-2024 01:21 AM

HP Recommended
Product: Polycom CX5500
Operating System: Microsoft Windows 10 (64-bit)

Dear community

Our camera has suddenly stopped working on our Cx5500 conference phone . I have tried the upgrading firmware kindly supplied in another thread but no resolution. I have tried different platforms (zoom and teams) and even just the MS MS Camera app. 

Device manager says the camera is present and working properly. Am I looking at a hardware issue?

grateful for any advice. 

4 REPLIES 4

‎05-29-2024 01:26 AM

HP Recommended

Hello @ANDYBELL ,

 

welcome to the HP Poly community.

 

A factory reset should be tried. After this it is nothing we can help with as CX5500 is end of life and end of support.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
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‎05-29-2024 01:30 AM

HP Recommended

Thank you Steffen,

I see from other posts you are the magician of these units!

we bought this second hand and no manual; how do we do a factory reset?

best wishes 

andy

Was this reply helpful? Yes No

‎05-29-2024 02:26 AM

HP Recommended

Hello @ANDYBELL ,

 

From our VoIP FAQ:

 

Oct 10, 2011 Question: How can I reset / Factory default my Phones configuration?

Resolution: Please check => here <=

 

Best Regards

 

Steffen Baier

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

‎05-29-2024 06:59 AM

HP Recommended

Thank you Steffen, 

I had already found a method with the paper clip and  power cycle method so it is back to factory settings.

The same problem is there so I guess we have just a room speaker and mic now.

i will do a flash update just in case as a last ditched attempt. 
if it works I will report back, but for now consider it moribund 

Best wishes

Andy

 

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