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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎02-14-2018 01:29 PM

HP Recommended

We have approximately 3500 VVX411 phones deployed to our customers with 5.6.0.1735 firmware...

 

We have had a few customers have their display flip upside down at random. In one case, it was a completely new install and the user just peeled off the screen protector and the screen flipped upside down. In another case it flipped for an existing user who has had their phone for over a year and they were just in the middle of a call, and in another the user picked up the handset to dial out and the display just flipped. A few users have had this happen more than once at random. A simple reset of holding 0-1-3 down clears the issue and the phone returns to normal.

 

We didn't believe it was really happening until someone took a picture of the phone and sent it to us. Picture is attached.

 

Is this a known issue or has anyone heard of anything like this?

6 REPLIES 6

‎02-15-2018 01:58 AM

HP Recommended

Hello @stevess,

welcome to the Polycom Community.

We would need more details on this aka are these phones all from the same hardware revision etc.

 

Usually these details can be found on the barcode label with the MAC address on the actual phone.

 

This needs to come into Polycom support via the appropriate Support channels.


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

Best Regards

Steffen Baier

Polycom Global Services

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

‎02-15-2018 06:59 AM

HP Recommended

@SteffenBaierUK

 

Isn't this a user forum? I am aware of how to send this through support channels, I was just wondering if this something others have seen and if they found a solution outisde of normal support channels.

Was this reply helpful? Yes No

‎02-15-2018 08:32 AM

HP Recommended

Hello @stevess,

This is the official Polycom community hosted by Polycom who manufacture the hardware and produce the software running on our products.

 

Polycom resellers and Partners and End Customers can post here but if an issue is possible service affecting for any of them Polycom may advise on the official Escalation path to save time and disappointment if nobody else replies.


Best Regards

Steffen Baier

Polycom Global Services

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

‎03-05-2019 06:40 AM

HP Recommended

Steve, We have experienced the same thing.  did you ever find a resolution?

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‎04-11-2019 11:24 AM

HP Recommended

Did you ever get this solved? We have phones out of warranty that this is happening to.

Was this reply helpful? Yes No

‎04-12-2019 03:55 AM

HP Recommended

Hello @mkdonald ,

 

welcome to the Polycom Community.

  • Does a reboot address this ?
  • When did this start ?
  • What is the MAC of the Unit?

 

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

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.