VVX500 Home, mute, volume up, speaker not working

[Anonymous]

Hello,

First post. Today - out of the blue - I just noticed that several keys on my VVX500 are not working. The keys are the Home button, speaker phone, mute, and the volume up button. Oddly, volume down works so my phone is as quiet as a mouse right now (and not very usable.) I really doubt that one day, just these seemingly unrelated keys stopped working. It feels more like a botched update or something. Is anyone else having this issue?

Alternatively, does anyone know a way to reset the volume back to normal?

Thanks for any advice.

[SteffenBaierUK]

Hello @DavidVC ,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Most likely I assume some sort of cleaning has taken place and possibly leaked into the device as these keys most likely are on the same side.

Maybe the cleaner was a bit overactive?

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

[Anonymous]

Thanks for your reply. Sadly I can't get that info because I can't use the home button. I'm very familiar with how cleaning can render some buttons inoperable but that's not the case here. I use the volume up and down every day and they both worked fine yesteday. No one touched my phone, it has all the same dust on it today as it did yesterday. Today however, only down volume works and no up volume. It's very odd. I'm quite sure it's a software issue but it costs more money in time to fix than it does to replace so I've already ordered a replacement VVX500. I loved this phone and I'm sad to see it go...

Are you aware of a way to reset the volume? Oddly if the ringer was back to normal, I'd be able to mostly use it. 

FWIW I'm on Ring Central, they did a remote reboot which didn't have any effect on things.

[SteffenBaierUK]

Jul 05, 2018 Question: Does Polycom support Multiple Key Combinations MKC to action a reboot or similar?

Resolution: Details => here <=

The above details how to use 1,4 and 7 to get details like the MAC etc. 

[Anonymous]

Cool, holding the keys brought up a screen with the following:

IP (valid IP on our network)

Boot Server Type - HTTPS

MAC Address - a valid address appears, if you want that, let me know.

Boot Server - long string ending in the MAC address

Version  - 5.6.0.20009

Is there a keypad way to change the volume? If so, that will pretty much solve my issue.