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5020 USB Connection

Occasional Visitor

5020 USB Connection


I'm having trouble connecting to my 5020's via the USB charger.  Neither the handset management tool or simpleloader will communicate with the handsets, although the simple loader can reset it back to factory defaults, and the HMP will restart the device, so there is 'some' communication happening.  Running the 'test connection' throws up the error Connection Failed! Could not read from the device!


Have tried it on both a windows 7 and xp machine.  The correct drivers are loaded for the virtual com port.  Is there any specific settings that are required?

Message 1 of 2
Polycom Employee & Community Manager

Re: 5020 USB Connection

Hello MattLees,


Welcome to the Polycom Support Community.


Are you using the originally supplied USB Cable?


If not, the cable you are using may not insert deep enough into the USB Socket as the physical design of the cradle may prevent certain cables to fully be plugged into the charger cradle.


Best regards


Steffen Baier

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2