Poly TC8 RMA request

Syed_93 · ‎09-13-2023

Dear Sir,

I Believe that you are doing this. We have bought Poly X50 with TC8 and 1 year partner premium 8 Months before from one of your supplier FVC LLC UAE. Client Complained the TC8 stuck on the logo.

Poly X50 Serial# 8L222769A18AFB
Poly TC8 Serial# 8L22256C8958FD

On initial testing we have found that the touch panel stuck on the poly logo and does not start its operation.
Although we try to do factory reset as per poly instruction, it behaves the same.
Poly X50 works fine but it missed their static IP and we are unable to login.
Firmware updates with USB do not show any response while inserting the USB to Poly x50 as per Poly instruction.

Please suggest your solution, either we go with X50 factory reset ? but it loses the Logs or any other steps.
We are desperately waiting for your positive response because the client asks for RMA as soon as possible , the room is operational.

I am attaching some snaps for your support.

Many Thanks & Best Regards

Syed Yasir Baqar
<removed by a moderator>

SteffenBaierUK · ‎09-14-2023

Hello @Syed_93 ,

welcome to the HP Poly community.

I suggest you contact FVC or our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

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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

JD222226544 · ‎09-15-2023

Hi Syed, did you find a solution for this problem?

I upgraded out G7500 from software version 3.7, to 4.1 without a problem. Once we finally got the tablet paired with the G7500 and performed the software upgrade... it attempted to reboot the unit (at 98%) and then got stuck on a blank screen after 2 hours.

After POE recovery the TC8 booted up, but was stuck on the Poly Logo.... our warranty lapsed for the unit due to a bankrupt vendor registering the device before installing it on site.

How were you able to resolve the issue? did you? RMA is out of the question, there must me a solution.

I started my own thread here.

SteffenBaierUK · ‎09-29-2023

Hello @Syed_93 ,

welcome to the HP Poly community.

Please check >here<

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

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