• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
Locked

‎10-04-2019 04:12 AM

HP Recommended
Hello,
Can't start my polycom hdx 9000 anymore. I checked and all the connections are good but no way to start it when I press the start button nothing happens. Can somebody help me?
Ps: it was working well till monday
6 REPLIES 6

‎10-07-2019 05:28 AM

HP Recommended

Hi @El-vice Bloom,

give us more info, please. Does the LED work or any other LED (network) or is it completely dead? Can you ping your HDX? Is it reachable via GUI? 

Did you try a factory reset? How to perform a reset have a look here:

https://support.polycom.com/content/dam/polycom-support/products/telepresence-and-video/hdx-series/u...

 

 

 

Was this reply helpful? Yes No

‎10-09-2019 01:22 AM

HP Recommended

Hello @El-vice Bloom ,

 

Welcome to the Poly Community. Usually, we ask for this:

Both the communities Must Read First and the 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 Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • 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 Serial Number 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 Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Within this official Poly hosted and moderated Community we cannot support any post's about repairing Poly equipment as this may place users in danger.

 

Posting a serial will enable us to look up the history of a device and point out potential partners who can help you RMA 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

‎10-09-2019 04:44 AM

HP Recommended
No led are blinking it's completely dead, no ping nothing. It's happened just like that. It was working perfectly and the next day it was off
Was this reply helpful? Yes No

‎10-09-2019 05:04 AM

HP Recommended

Hello @El-vice Bloom ,

 

You still have not provided a serial number so we could, for example, look up the manufacturing date of the unit. Like with everything electronic things can break after prolonged usage.


Was there maybe some lightning strike or a simple power cut?


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

‎10-09-2019 05:31 AM

HP Recommended
Don't really know where it is anyway, this is a snap of the down side if it may help. This happened after a power failure.
Was this reply helpful? Yes No

‎10-09-2019 06:43 AM

HP Recommended

Hello @El-vice Bloom ,

 

Video Communications Sarl sold the 8215240DBC4CCR back in 26/02/2016.

 

I would not assume for this to happen but again we can only find this out if this comes into Poly via an RMA.

 

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.
Didn't find what you were looking for? Ask the community
† 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>.