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Polycom VVX Stuck at front screen

Occasional Advisor

Polycom VVX Stuck at front screen

my polycom vvx 1500 will not load when it is plugged in, it is stuck at the initial Polycom screen with the DND, Headset, Sp Phone, and Mute buttons illuminated.  I have tried all the general unplugging the phone for 30 minutes and plugging it back in but i do not know what else to try since i cannot get into any of the loading screens.  I have also tried different switch ports and a different cable but the phone still does not load and there is not any ethernet activity.

 

thank you in advance

 

 

 

Message 1 of 6
5 REPLIES
Polycom Employee & Community Manager

Re: Polycom VVX Stuck at front screen

Hello jeffbrux,

 

  • has this unit worked before ?
  • Is there any activity on the Screen or just the LED's ?

 

If there is no screen activity and you are sure the PoE or power supply is working then you can only 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

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 6
Occasional Visitor

Re: Polycom VVX Stuck at front screen

Hello everyone,

 

I have exactly the same problem in a VVX 1500, I upgraded the phone from Sip 3.3.5 to UC 5.2.0, after the reboot the phone stuck with the polycom logo on the screen and the keyboard buttons with leds on it "on". It doesn't do anything, the last record in the FTP log is the phone dowloading the sip.ld image.

 

Is there anything I can try?

 

Thanks in advance

Message 3 of 6
Occasional Visitor

Re: Polycom VVX Stuck at front screen

Hi rafuchoucv,

 

Did you ever managed to get this issue solved?

 

I am sitting with exactly the same problem.

Ran the web interfaces upgrade to UC5.2 and the phone is stuck on the initial boot screen with the DND, Mute, SP Phone and Headset buttons illuminated.

 

Thanks

Message 4 of 6
Polycom Employee & Community Manager

Re: Polycom VVX Stuck at front screen

Hello Jacquesbth,

welcome to the Polycom Community.

The Polycom Support Page has clear instructions for any VVX 1500 Upgrade:

 

Before deploying UCS 5.2.0 or Later to VVX 1500 – Please carefully go through the instructions inTechnical Bulletin 695


If the above was not done the unit is now in a state that an End Customer cannot recover and a RMA is required.


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 5 of 6
Highlighted
Occasional Contributor

Re: Polycom VVX Stuck at front screen

Dear;

You managed to solve the above mentioned problem because I have the same problem and the equipment is no longer under warranty, in order to perform an RMA.

Message 6 of 6