Soundstation ip 6000 stuck on start up screen for 10 to 15 minutes

[Anonymous]

We have a number of Polycom Sound Station 6000s deployed across the organization for a number of years without issue.

Recently one unit has started to give us trouble.

Using PoE power...

1. IF the unit is left unplugged/powered off for a day,

- when it is plugged in for the first time,

- the phone is stuck at the startup screen (three red lights, blank LCD without Polycom splash screen) anywhere from 10 to 15 minutes.

2. If the unit is rebooted it boots up normally.

3. If the unit is powered off for 5 to 10 minutes it will boot up normally.

If it is left powered off for longer the result might be #1 or #2.

We have tested this in separate buildings (separate networks) and multiple switches (PoE as well as PoE+ capable switches).

SN: 0004F2EC9A7B

Made in Thailand

date code 2011100702

Is this one of the defective units mentioned in this thread?

http://community.polycom.com/t5/VoIP/Soundstation-ip-6000-stuck-on-start-up-screen/td-p/88616

Thanks

[SteffenBaierUK]

Hello 2manyhats,

welcome to the Polycom Community.

Since this problem occurred after 6-7 years of use, Polycom will offer a specially priced, Out of Warranty refurbished unit for $136 USD/per unit.

The RMA should be placed as an OOW-EE

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

Is there are date range we should check for units that might develop this issue?

Thanks

[SteffenBaierUK]

Hello 2manyhats,

No there is no such list or range

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

I received a report a 2nd unit is having the same problem, will provide serial number to confirm.

Is it still possible to RMA IP6000s that exhibit the defect?

Thanks

2manyhats

[SteffenBaierUK]

Hello @2ManyHats,

welcome back to the Polycom Community.

Depending on the serial number the process is the same.

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

[Anonymous]

Hi Steffen,

We have the following serial numbers for Polycom IP6000 and one IP7000.

Which of these units are suspectible to the defect and that we should consider replacing?

Model        Serial Number Status

IP 6000     0004F2EC9A7B Previously confirmed defective

VSX 7000 0004F2EF84E9  

IP 6000     0004f2f679cb  

IP 6000     0004f2f67b49  

IP 6000     0004F2F60EB9  

IP 6000     0004f2f6798a  

IP 6000     0004f2f678e4  

IP 6000     0004f2f6795e  

IP 6000     0004f2f6799d  

IP 6000     0004F2F63193  

IP 6000     0004f2f67f1a  

IP 6000     0004F2EC039F  

Thanks

2manyhats

[SteffenBaierUK]

Hello @2ManyHats,

Only the last unit would fall under this special RMA mention in my original reply.

0004F2EF84E9	27/06/2013
0004f2f679cb	27/12/2013
0004f2f67b49	30/12/2013
0004F2F60EB9	26/06/2013
0004f2f6798a	27/12/2013
0004f2f678e4	27/12/2013
0004f2f6799d	27/12/2013
0004f2f6795e	27/12/2013
0004F2F63193	12/09/2013
0004f2f67f1a	27/12/2013
0004F2EC039F	29/03/2011

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

[Anonymous]

We're having the same issue with these polycoms...  They stay stuck at startup screen - probably about 6 of them so far... Some have never been used, and straight out of the box...     Can you check serial number:

0004F2F85AC8 and see if it falls under warranty still.