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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

I have a soundstation duo and get a message saying "line is not connected". I have tried other RJ-11 cables and network cables but I still get the same message. I've also tried other analog phone jacks and still get the same message.

 

Any idea what is going on?

 

Thanks in advance.

10 REPLIES 10
HP Recommended

Hello jhartley,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Also are you plugging this directly into the Duo or are you suing the PIM Module that comes with it?

 

In addition are you using the original cable?


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen,

Thanks for the reply. The UC Software version is 4.0.1.13681. I'm using the PIM module that came with it along with the original cables. 

 

Thanks. 

John

HP Recommended

Hello jhartley,

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

Please follow option 1 with a Network cable plugged into the Duo to upgrade the software.

 

You should be on UC Software 4.0.11

 

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I've upgraded the UC software to 4.0.11.0583 but it still says the Line is not connected.

 

John

HP Recommended

Hello jhartley,

Have you factory reset the unit and are you using the original analog phone cable ?

 

Did you follow the setup wizard and is the line working?

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I have factory reset the phoneand reboot it and am using the original analog phone cable.

I followed the setup wizard but now the telephone icon in the upper left corner is not solid, as it is shown in the manual when the line is connected (see attached photo).

I do not have a SIP server, should I change the Oprational Mode from Auto to PSTN Only?

 

Thanks 

John

HP Recommended

Hello jhartley,

Yes


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I have changed the operational mode to PSTN only but it still says the line is not connected.

 

Are there any other settings that I'm missing?

 

Thanks.

John

HP Recommended

Hello jhartley,

If this is a brand new unit please work with your reseller to RMA this.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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