• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    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!
HP Recommended

We have a new HDX 7000 HD unit installed, works great except it does not retain the directory entries after power off.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Steven, I have installed the newest version of software, did the factory restore, imported the directory .csv file again. Directory entries are shown but after rebooting the HD 7000 HD unit the directory entries are missing again. Please advise, looks like we need a new unit.

View solution in original post

5 REPLIES 5
HP Recommended

Do you have a Polycom Touch Control attached to the HDX?

 

Are you at the current HDX software load, assuming you are since it is new, but please make sure you are.  The latest software is on the Polycom Support Web site.

 

Please review all the Directory settings as defined in the HDX Admin Guide "Configuring Directory Settings".

 

If you are confident these are all set right and you still have the problem I would recommend doing a factory restore.  There maybe something not set right in the settings and the factory restore will load the software in the factory partition and reset all the settings.

HP Recommended

Steven, I have installed the newest version of software, did the factory restore, imported the directory .csv file again. Directory entries are shown but after rebooting the HD 7000 HD unit the directory entries are missing again. Please advise, looks like we need a new unit.

HP Recommended

I do not know about a new unit service can help determine that, please call 1-800-POLYCOM for additional assistance.

HP Recommended

Hello Edfdot,

welcome to the Polycom Community.

In order to keep the community informed you should always post what you consider as "newest" version as months / years down the line this information may come handy.

 

The correct escalation path is outlined within the community and in addition in my signature.

 

Please contact your Polycom reseller and provide your directory and a log from the HDX.

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
HP Recommended

I have had instances when an imported directory would not remain after power off and was able to workaround by manually entereing the directory. Painful but functional.

† 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>.