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Visitor
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Soundstation IP 7000 not saving configuration

Hi, it would very appreciated if someone could help in this issue. The SS IP 7000 is not saving changes when I do them on the phone after restarting. It stays displying "resetting configuration please wait" eternally. Tried also all the other menu´s. Said that there is no way to restore original settings since I cant even configure a FTP server, etc. It feels that there is something corrupted. Please let me know if there is experience about this. Thanks

 

 

Phone Information

Phone Model SoundStation IP 7000

Part Number 2201-40000-001 Rev:AC

MAC Address 00:04:F2:EF:F4:D8

BootROM Software Version 5.0.1.10553

Polycom Employee & Community Manager
Posts: 14,015
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Re: Soundstation IP 7000 not saving configuration

Hello pjohanssonv,

welcome to the Polycom Community.

 

  • Does the unit come up with file system error / or format the file system?
  • Can you set up a reservation to assign the Server via an DHCP Option?

I would contact your Polycom reseller Nexsys de chile SA who sold this unit back in 17/02/2015

 

I suggest you use the DHCP Option if that works and Install UC Software 4.0.11 and Updater / BootROM 5.0.11

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.
Visitor
Posts: 5
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Re: Soundstation IP 7000 not saving configuration

[ Edited ]

Hi Steffen, unfortunatelly it seems the error of the phone is at an early stage so setting DHCP is not possible since saving configuration is the main problem.... The answers to your questions:

 

Does the unit come up with file system error / or format the file system? No
Can you set up a reservation to assign the Server via an DHCP Option? No

 

It seems that this unit with UC Software that it has plus BootROM may have produced that the product is bricked. I want to know if Polycom will assume this hardware/software issue. I am attaching a video o the unit starting and some pictures too.

 

Thanks.

Polycom Employee & Community Manager
Posts: 14,015
0

Re: Soundstation IP 7000 not saving configuration

Hello pjohanssonv,

The Software on the unit is fine but something is wrong with it.

 

If you follow this post => here <= there is no need for you to manually add anything to the unit and it should just connect to the server.

 

If you are unable to do this or the unit still does not work then you need to RMA this unit. It is out of warranty so it will be charged.


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.
Visitor
Posts: 5
0

Re: Soundstation IP 7000 not saving configuration

Hi Steffen, we did the test you suggested. Unfortunatelly didn´t work. The only thing I do not share with you is that we must pay for fixing something that is bricked since Polycom´s responsability. I assume that Polycom has a repair extension program for this issue and precise product, that is not a user related issue and is clearly a product malfunction, in my way of seeing  the company should take care of it and respond accordingly. Please let me know how to escalate. Regards   

Polycom Employee & Community Manager
Posts: 14,015
0

Re: Soundstation IP 7000 not saving configuration

Hello pjohanssonv,,

I am unsure how this should be Polycom's responsibility.

 

We give a one year manufacturers warranty on all our products but the reseller and/or the country you are in may have additional warranty laws.

 

This is between yourself and the reseller but for us the warranty is 1 year.

 

I am unsure what environment you have utilized this unit and if powered by a PoE Switch or a external power supply etc.

 

There could be all sorts of factors why the unit has stopped working.


I am not aware of any faults etc. as of yet on the SoundStation IP7000 series so this is very unfortunate for yourself but only an Out Of Warranty RMA will help you if your reseller is unable to offer any additional or prolonged warranty.


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.
Visitor
Posts: 5
0

Re: Soundstation IP 7000 not saving configuration

Steffen, my answer to your comment regarding "I am unsure how this should be Polycom's responsibility" is very simple. I bought an SoundPoint IP 7000 and within normal use it is now bricked and its not possible to repair it since a problem with its software and or hardware. Understanding your point of view I could assume that Polycom equipment has only a determinated life expectancy and they will be unusable after xxx years. Let me know if I understand you correctly. Polycom must be responsable of an equipment that has no fixing alternative within its original configuration. Thanks.   

Polycom Employee & Community Manager
Posts: 14,015
0

Re: Soundstation IP 7000 not saving configuration

Hello pjohanssonv,

Again, we did not sell you anything, you purchased the unit from a company.

 

We as the manufacturer give 1 year warranty to this company and if anything happens to the device during this time period we either repair or exchange the unit.

 

Your unit is over 2 years old, and whilst we do understand that the unit now is no longer working, we are not able to do anything as your contract is between you and who you purchased the unit from.

 

Again as a reminder we do not know anything about how you operated the unit, either using a PoE Switch or an external Power supply.

 

External influences like a lightening strike or anything else in the country you are operating could have contributed to the state the unit is now in.

 

We do not publicly distribute MTBF (mean time between failures) numbers but I would expect the unit to last many years longer if operated within its officially documented limits.

If our units develop a fault that we know about we do offer exchange programs outside warranty. For the SSIP7000 I am not aware of such so therefore please take this up with whoever sold you the unit and apply any local warranty or fit for its purpose laws.

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.
Highlighted
Visitor
Posts: 5
0

Re: Soundstation IP 7000 not saving configuration

Steffen, your answer is hilarious. No further comments.