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No audio through handset

athornfam2
Visitor

No audio through handset

Just recently purchased a brand new Polycom CCX 400 but I'm unable to receive and send voice through the handset. The speaker works perfectly fine. Any help?

I've replaced the cord but don't have another HD voice handset. I used an older VVX handset which should be fine and didn't get any sound through that either.

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: No audio through handset

Hello @athornfam2 ,

 

Welcome to the Poly Community.


Simply RMA the device

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 8
athornfam2
Visitor

Re: No audio through handset

Unfortunately, the phone was purchased through ebay past the 30 day return. I'm not sure if its under a 1 year warranty though for hardware. Anything else that can be done but RMA it?

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: No audio through handset

Hello @athornfam2 ,

 

our phones have a 1-year hardware manufacturers warranty >here<. I am a bit confused about how this error was only noticed after 30 days.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 4 of 8
athornfam2
Visitor

Re: No audio through handset

I had reached out to the seller a few times but never received a response. I was only using the speaker for a while until I had to make that 1 private call and that's when I found out that the handset wasn't working on the phone which was a few days before the 30 day - eBay guarantee.

Message 5 of 8
athornfam2
Visitor

Re: No audio through handset

I was shocked. I looked up the serial number and I have warranty support until May 2021. Can I reach out to 24/7 support today or do they not work on Saturday's?

Message 6 of 8
jschertz
Polycom Employee

Re: No audio through handset

This may sound rudimentary but it is more common than one would think: make sure you are connecting the headset into the correct jack on the back of the phone.  If the handset is plugged into the headset port you'll get that exact behavior where the speaker phone works but the handset does not.

https://poly.scene7.com/is/image/plantronics/ccx_400_teams_back_print_rgb

 

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Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 7 of 8
Surya T
Occasional Visitor

Re: No audio through handset

I had a similar issue with a CCX 500 after teams update. We ended up doing a factory reset and was able to resolve the handset issue. We just didn't run the update again and are holding off on the update. But handset is working as normal.

 

We did verify the cables were plugged in their correct ports and multiple restarts did not fix the issue.

Message 8 of 8