-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Poly Phones
- PSTN
- Re: Polycom SoundStation 2W not registering with base

Create an account on the HP Community to personalize your profile and ask a question

08-02-2011 12:39 PM
Hello RandyBell,
I understand that your Soundstation 2W does not register with the base.
Attached are some instructions you may want to try in order to solve your issue.
Also Can you please let us know what are the CVM and DSP software versions of your unit? The software version can be found in Menu -> This Phone -> System Information.
If you are not running CVM 1.85 / DSP 1.600, we would suggest that you upgrade the software on your SoundStation 2W.
Instructions along with the software download can be found at
http://support.polycom.com/PolycomService/support/us/support/voice/soundstation/soundstation2w.html
The steps below should assist with the issue. Please let us know if you are having any further issues.
1. Unplug all the power cords, and if possible, pull the battery out of the unit. Leave all unplugged for about 30 seconds. Make sure the phone and the base units have matching serial numbers.
2. Reinstall the battery, and the power cords to the units, plugging in the base unit first. Make sure the phone unit is plugged into a power supply. If the unit does not resync automatically, go to step 3.
3. Separate the units by about 3-4 feet distance between each other
4. Push menu button (grey button to the left of the display with squares and lines on it)
5. Scroll down to "Admin setup" using arrow button to the right of the display, then push button with check mark in it
6. Scroll down to “diagnostics”, and then push the checkmark button. Scroll down to “restore defaults” and push checkmark button. The unit will ask you “set default values”, push OK. This will take you back to the previous menu.
7. From the same menu, the next step down will be “reboot phone”, select this and the unit will state “reboot phone”, select “reboot” button. You will see some gibberish on the display, then the unit will reboot. If the unit does not automatically resync, go to step 8.
8. Scroll down all the way to the bottom of the "Admin Settings" menu to "Registration" and push check mark button again
9. Display will say "Register with Base Station", push register button soft key
10. Power cycle base station (square shaped object) by pulling power cord, and then reinstalling after about 8-10 seconds
11. Push "OK" soft button on phone unit
12. Follow on screen directions telling you to press "page" key on base station for 10-12 seconds
13. Phone unit will display "Registering" and will resync in 10 to 60 seconds
14. If unit does not resync, try over again from step eight.

01-19-2012 07:27 AM
Hi
I have followed all of the instructions and our soundstation2w will still not register with the base. Is there any other steps that can be tried to rectify this as it is on the latest firmware etc as its only about 8 months old.
thanks
Ally
01-19-2012 07:50 AM
Hello sproket,
welcome to the Polycom Community.
Please contact your reseller for an RMA for this Unit.
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

03-27-2012 05:42 AM
Hello JVH,
welcome to the Polycom Community.
Please follow this up with your Reseller as the unit requires an RMA.
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


07-06-2012 02:37 PM
Hello,
I'm having the same problem, but when I perform the software upgrade, it fails on the last step. (Step 6) I've tried re-registering about 10 times. I tried the software upgrade about 5 times and still no luck. This device is well over a year old, and I know we didn't purchase any extended warranty on the product.
Any help would be greatly appreciated!
07-06-2012 02:42 PM
Hello ,
welcome to the Polycom Community.
Please contact Polycom support.
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

01-24-2013 11:30 AM
I'm having difficulty registering with the base. Occasionally, I've had to register the phone with the base. Usually, I'm able to follow the instructuions that are postedon this site, and I'm able to get the phone to register with the base. Not so this time.Here's the steps I've taken:
1. Work through the checklist over 10 times, moved the phone and base to a different room
2. I call our reseller,
3. Reseller responded saying that since the phone was purchased in 2010, I'm to contract Polycom for how to fix.
4. Too, the phone DSP is a 1.607
Any suggstions on how I can get the phone to register with the base?