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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hi folks,

I have a Soundstation IP 7000 that has gone faulty.  The phone just sits with a blank lit screen and red status lights.  Rebooting the phone you get the Polycom splash screen, then it goes blank and unresponsive.  It does not even appear to attempt to load the application and there's no access to any functions and no response to key presses.

 

Looking on the network there's no MAC address shown against the port so it won't have an IP.  It shows physically connected at 100Mb but nothing beyond that.  I suspect it may have failed during an update but there's no way for me to get it on the network to point to any TFTP server I could set up.

 

The phone is configured manually to work with a Shoretel (now rebranded Mitel) system and is not provisioned through a server.  I assume the serial number is also the MAC address and is 64.16.7f.06.98.d7.  Obviously I cannot access any logs as it's unresponsive.  I updated all our Polycom 6000 and 7000 to the latest firmware a month or so before Christmas so will likely be at version 4.0.15.1009.  Is there any way to get firmware on it by directly connecting?  Thanks for any info.

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Yes, I know, I found them.  However they didn't tell me the details of where and when this handset was purchased by the site nor if the information on how to fix it was now available.  Thanks for that.

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2 REPLIES 2
HP Recommended

Hello @Kenny 10 Bellys ,

 

Welcome to the Poly Community.

There is no way for an End User to recover the unit once it is in this state. Unfortunately for you, only an RMA will get the unit replaced. I can see it was purchased via Nimans back in 9/15/2017

 

There are many other posts like this that can be found via the community search.


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
HP Recommended

Yes, I know, I found them.  However they didn't tell me the details of where and when this handset was purchased by the site nor if the information on how to fix it was now available.  Thanks for that.

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