cancel
Showing results for 
Search instead for 
Did you mean: 

Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

Occasional Visitor

Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

Hello, 

  So we implemented new switch stacks of ALE Omniswitch 6860E: 
http://enterprise.alcatel-lucent.com/assets/documents/omniswitch-6860-datasheet-en.pdf

They are PoE switches with a default of 30 W per port, except for the first 4, which are up to 60 W.

We have 6 Polycom IP SoundStation 6000 phones that were originally plugged in to Cisco 3750 PoE switches.

We bought the 6000 phones years ago, and they've been working in production for >5 years i believe.

They were working fine on the Cisco switches, and then they stopped working on the ALE switches.

Upon boot up of the ALE switches, the Polycom 6000s displayed a set of 3 red solid lights on top.

The lanpower status on those switches shows a fault for the PoE status, not "searching," "powered on," or "powered off."

When I put them back on a Cisco switch, they then display 3 blinking red lights on top.
We have plenty of other Polycom phones (VVX410, SoundPoint IP550, Soundstation IP 7000, etc) in this environment that all worked just fine and powered on without issue.


We then tried to put them on the PoE injectors.  Some combination of time of keeping them off / on, reseting the power on them (multiple times), and/or trying reset codes (ie 68*) seems to EVENTUALLY get them to work again (5 of 6 so far), though we are unable to pinpoint what.  With the fault information from the switch, we speculate there is some issue with the power negotiation, but I am unaware of how that process works so far.  We are also suspecting that some restriction or level of power regulation within the phone eventually gets eased and allows the phone to boot once again.  Once we have gotten them working / online again, we have put 4 of the 6 back in place with PoE injectors, and turning the PoE off on the switch port.

I see many instances of related issues with the light codes on the Polycom forums, but nothing that seems to have definitive answers (unless i blatently missed something)....
http://community.polycom.com/t5/VoIP/IP-6000-stuck/td-p/62295
http://community.polycom.com/t5/VoIP/SoundStation-IP-6000-won-t-power-on/td-p/69410
http://community.polycom.com/t5/VoIP/IP-6000-Power-up-issue/td-p/73591
http://community.polycom.com/t5/VoIP/Soundpoint-IP-6000-Boot-Issue-Solid-LEDs-blank-display/m-p/8956...
http://community.polycom.com/t5/VoIP/IP-6000-Blinking-Red-Lights/td-p/24216
http://community.polycom.com/t5/VoIP/IP-6000-Power-up-issue/td-p/70331

 

Basically I am trying to understand the following: 
1) What power negotiation issue might be going on?  Does it have a failsafe to only start a certain way after a power issue?
2) What are the specific port requirements and/or compatibility (PoE settings / levels, speed, duplex, etc)?
3) Is there a sequence to reset this phone, if the display screen never appears (only 3 solid or blinking red lights on top)?
4) How can I revive the phone that still can't boot and displays 3 solid red LED lights?


Any help would be appreciated....

Message 1 of 5
4 REPLIES
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

Hello zenace33,

welcome to the Polycom Community.

Can you post some of the affected phones MAC addresses so I can verify this internally?


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 5
Occasional Visitor

Re: Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

I'll verify these this afternoon, but I believe they are:

 

 <mac's removed>

Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

Hello Zeenace33,

All these units where sold around the 24/02/2011, so they are over 6 years old, but I believe we offer a RMA Out of Warranty refurbished unit for $136 USD/per 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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 5
Occasional Visitor

Re: Polycom SoundStation IP 6000 won't boot (three flashing or solid red lights)

Right, I understand these are out of warranty.  I never said they weren't, thought they weren't, or asked about that.  I also didn't ask whether or not these phones were a good piece of equipment either.  I know they aren't under warranty, but this is the community forums where you ask these kind of questions, right?  I asked (the community forums, whether that includes polycom personnel or not) if anyone had any idea about the symptoms and problems that these devices were having.  This is the only piece of equipment that had problems, and it is because of how the power negotiation happens, and I'm pretty sure any other replacement/RMA ones we'd recieve would probably have the same issue.  All other phones, including other Polycoms, and devices did not have this issue.  Maybe because these IP 6000s are older, they don't have the technology to interact with modern switches, and/or maybe ALE's switches negotiate power in a certain way.  I'm naive and ignorant about those facts and processes, hence why i asked the question here.  If you or any other Polycom personnel are savvy enough to answer that question, I would welcome and appreciate that.  I also do appreciate the simple fact that you were on the forums and messaged quickly.  However, otherwise I'll keep checking to see if any other users smarter than myself can provide any info...
Thanks.

Message 5 of 5