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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎08-05-2013 07:55 AM

HP Recommended

Hello

 

I am new to this community and hope someone is able to help me.

 

We have a Soundstation 2W, which has been working fine until today.

 

We last used it on Friday and it has been left switched on and powered/charging via the mains since then.

 

Today the machine looks like it is working until you try to make or receive a call. There is no audio either in or out of the station, silence on both ends.

 

I have ran the diagnostics and the speaker and microphones seem to be working fine, until you get into call mode, you do not even hear dial tone on an outgoing call, but hear the DTMF tones during the dialing phase.

 

I have tried the mute/unmute a number of times and reset the station and the base station, all to no avail.

 

Please help 🐵

 

Many Thanks

Craig

.

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

‎08-06-2013 03:06 AM

HP Recommended

Hello Craig,

The Polycom support page => here <= contains a link to our repair pricing service.

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

View solution in original post

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6 REPLIES 6

‎08-05-2013 07:57 AM

HP Recommended

I should also say that we are using it over a normal tlephone line and not VOIP

 

Was this reply helpful? Yes No

‎08-05-2013 09:44 AM

HP Recommended

Hello CraigyD,

welcome to the Polycom Community.

This sounds like the SoundStation 2W's base station is defective.

 

Have you unpowered and repowerd this yet?

 

If yes maybe some electrical interference (lightening?) may have damaged it.

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
Was this reply helpful? Yes No

‎08-05-2013 10:03 AM

HP Recommended

Thank you for the feedback Steffen

 

yes, i powered it down and then up earlier today.

 

i will unplug it this evening and try it again tomorrow and respond to this post again

 

Cheers

Craig

 

 

Was this reply helpful? Yes No

‎08-06-2013 02:28 AM

HP Recommended

It would seem that the base station has gone.

 

are they able to be repaired or can replacements be bought?

 

It's part number is 2201-67810-101

 

Any assistance would be greatly appreciated.

 

Many Thanks

Craig

 

Was this reply helpful? Yes No

‎08-06-2013 03:06 AM

HP Recommended

Hello Craig,

The Polycom support page => here <= contains a link to our repair pricing service.

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
Was this reply helpful? Yes No

‎08-06-2013 08:11 AM

HP Recommended

Hello Steffen

 

Thank you very much for your support.

 

I spoke with the support department and the repair would be quite expensive and then managed to find a slightly cheaper refurbished unit (with 12 months warranty) online.

 

Many Thanks

Craig

 

 

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