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Guidelines
The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎06-10-2019 08:53 AM

HP Recommended

Hello Community,

 

We have a RPG 500 that fails to boot up. All we just see is a blank (black) screen after the Polycom logo displays after startup. The indicator led flashes blue for a few seconds and then solid blue after startup but there is no picture on the display. We followed the admin guide procedure and tried performing a factory reset via the pin hole reset button but that did not work. Also tried the factory reset through the USB method but that did not work either. Currently out of options, can you please help? Thanks in advance.

1 ACCEPTED SOLUTION

Accepted Solutions

‎08-22-2019 06:44 AM

HP Recommended

The RPG 500 is still under warranty so we are working with the reseller for warranty claim and potential RMA. Thanks for your help.

View solution in original post

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2 REPLIES 2

‎06-11-2019 07:11 AM

HP Recommended

Hello @rattuq ,

 

welcome back to the Poly Community.

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 some of the basic information asked for:

 

  • 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 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.


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
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‎08-22-2019 06:44 AM

HP Recommended

The RPG 500 is still under warranty so we are working with the reseller for warranty claim and potential RMA. Thanks for your help.

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>.