Hdx-9002 can't startup stack on polycom sign PLEASE HELP!!

[shayg]

Hello Everyone,

We try to turn on the system and its stack on the polycom sign , we try to do the factory recovery and we got the same.

Please advise us what to do in that case.

Thanks 

Shay 

[petet]

Has it got a IP address?  Check out your DHCP Server for a MAC address starting 00:E0:DB:xx:xx:xx where xx:xx:xx is from S# 821212xxxxxxC9

Then if you can web browse it chuck a new firmware build.

When asked if you waas a Typical or Custom update, choose Custon.  When asked if you wish to erase system flash memory, tick that & proceed.  Let us know how you got on.

Pete

[Kendo]

If the factory restore does not work (using the paper clip) then there may be a hardware issue.

Contact Polycom Support for information and options.

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html 

[ccarter]

Agreed.  Can you verify whether or not you performed a soft reset or a hard reset (paper clip).  This will help us determine the best course of action for your problem.  If you have performed a hard reset and you are still getting the same result then it is most probably a hardware issue and the unit will either need to be repaired or replaced.  You can give the serial number of the unit here and we can check the waranty and entitlements on the codec.

[shayg]

Hi , 

I know that the polycom unit is not under warranty.

The serial number is : 82071707c780c9.

Thanks for the help.

Shay 

---

ccarter wrote:

Agreed.  Can you verify whether or not you performed a soft reset or a hard reset (paper clip).  This will help us determine the best course of action for your problem.  If you have performed a hard reset and you are still getting the same result then it is most probably a hardware issue and the unit will either need to be repaired or replaced.  You can give the serial number of the unit here and we can check the waranty and entitlements on the codec.

---

[ccarter]

Yep. Just checked and it is out of warranty.  Can you confirm that you did a hard reset on the codec? This is the reset using the paper clip.

[shayg]

Hi Chris,

Sure I did the reset with a paper clip .. but nothing help , i still see the polycom sign when power on the system.

What i can do ? 

Thanks 

Shay

[SteffenBaierUK]

Hello Shay,

please work with your Polycom Reseller to contact Polycom Support.

Best Regards

Steffen Baier