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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎04-25-2016 01:40 PM

HP Recommended

The ITS department at Louisiana State University purchased a few of the Polycom SoundStation 2W's  One of the units was plugged to the AC to charge and used and it worked just fine.  However, when the customer unplugs the phone from the AC charger and uses the phone and then plugs the phone back to the AC charger, the next time the customer unplugs the phone from the AC charger and goes to use the phone, the phone says no signal on the screen and the customer can not get a dial tone.  What we need to know is what is the problem and what is causing the phone to do this.  What we have had to do is go out to the customer site unplug the phone from the charger, remove the battery, plug the battery back into the phone and then we get a dial tone.  Unplugging the battery from the phone seems to reset the phone.  Thank you.  Gus Gonzalez

5 REPLIES 5

‎04-26-2016 03:22 AM

HP Recommended

Hello Gusg,

welcome to the Polycom Community.

It is always a good to provide a basic minimum information:

 

  • Are these units new or used?
  • What is their software version?
  • What is a serial number of one of the units?


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

‎04-26-2016 07:28 AM

HP Recommended

The unit is about 6 to 10 months old.  This is the information that I got off of the phone.  I did not see any number that specificly said Software Version.

 

**bleep**: 1.85

DSP: S2W.CON.01.655

CPLD:1.06

CONS:0238881f01

IPEI:09096 053225

Part #:2201-67800-160

SN:AA0A151381F01

 

Thank you,

 

Gus Gonzalez

Was this reply helpful? Yes No

‎04-26-2016 08:45 AM

HP Recommended

Hello Gusg,

The Unit was sold via WESTCON CANADA SYSTEMS INC back in 16/06/2015 so I suggest to contact them and check if they RMA the unit.


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

‎04-26-2016 10:07 AM

HP Recommended

Hello Steffen,

 

Do you have a contact number for Westcon Canada Systems by any chance?

 

Thank you,

 

Gus Gonzalez

Was this reply helpful? Yes No

‎04-26-2016 10:21 AM

HP Recommended

Hello Gus,

Please use this link => here <=

 

Officially the reseller who you purchased the phone from should be contacted but they may not be able to support you.


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
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