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Polycom CX5500 TouchScreen

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Advisor

Polycom CX5500 TouchScreen

I have a client with a Polycom CX5500 and it appears the touchscreen doesnt appear to be working.  We think the hardware may have failed but we are doing some intial troubleshooting.  We have tried a factory reset.  We tried updating the firmware.  The volume buttons work but nothing else on the device's touchscreen appears to be working.

 

The current firmware installed on our troubled CX5500 is: 1.2.3-70255

 

SN 426E22

 

I'm curious if anyone has ran into this issue before.  I believe the unit is out of warranty.  Any recommendations on how to proceed?

Thanks

-Matt

Message 1 of 31
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello Matt,

This unit was sold back in 12/2014 via SCANSOURCE COMMUNICATIONS

 

The only option that I am aware is an RMA


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

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

View solution in original post

Message 4 of 31
30 REPLIES 30
Highlighted
Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello matt,

welcome back to the Polycom Community.

This is not the full serial of the device. It usually starts with a 82

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

----------------
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 2 of 31
Highlighted
Advisor

Re: Polycom CX5500 TouchScreen

How about this.

 

821450426E22DA

 

Message 3 of 31
Highlighted
Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello Matt,

This unit was sold back in 12/2014 via SCANSOURCE COMMUNICATIONS

 

The only option that I am aware is an RMA


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

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

View solution in original post

Message 4 of 31
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Occasional Advisor

Re: Polycom CX5500 TouchScreen

Hi,

Any solution on this? I also facing the same issue. I was done RMA for buttom box and table too, upgraded the firmware to 1.3.2-120025  but still the same.

Anyone got the solution?

Message 5 of 31
Highlighted
Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello Myat,

Did this only happen after the RMA or prior to it?

 

Please get this into support so we can analyze this.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

----------------
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 6 of 31
Highlighted
Occasional Advisor

Re: Polycom CX5500 TouchScreen

Steffen Baier,

Faced the problem before RMA, then raised the ticket to Polycom and Support advise to do RMA. RMA unit also the same.

Actually we have done RMA for both table top and base station but no luck.

Regards,

Myat Min 

Message 7 of 31
Highlighted
Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello Myat,

 

Please get this into support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

----------------
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 8 of 31
Highlighted
Occasional Advisor

Re: Polycom CX5500 TouchScreen

Dear Steffen Baier,

I am not end customer, I can raise the support ticket. You may check the ticket as well.

(Service Request Detail : 1-7186662661). RMA (SBL833500).

I have no idea how to solve the issue.

Regards,

Myat Min

Message 9 of 31
Highlighted
Polycom Employee & Community Manager

Re: Polycom CX5500 TouchScreen

Hello Myat,

 

this is in APAC and the original error was:

 

"Flashing amber LED on mute button and LCD is not responsive after software upgrade"

 

As mentioned either re-open the old ticket and work with the support team in APAC so we can get this into Engineering and troubleshoot this issue and fix this.

 

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 10 of 31