• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Our unit started randomly disconnecting in the middle of calls. The only info I could find was to try a firmware upgrade.

 

The upgrade was going fine until it stopped at step 3 with an Error: SoundStation2W Detection Failed.

 

I tried to follow the failure scenario but the phone is stuck with SS2W: Writing Flash on the screen and will not power down. None of the buttons on the phone are responsive. As a last resort, I pulled the battery and it just comes back to this screen.

 

I'm pretty sure this needs to go in for repair, but just wanted to check here first.

 

Thanks.

2 REPLIES 2
HP Recommended

Hello nmarlowe062,

welcome to the Polycom Community.

Have you tried to start the upgrade process again whilst the phone is in this state?

 

If all fails please liaise with your Polycom reseller on an RMA of this unit.

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

Yes, I tried several times to restart the upgrade. At this point it will not get past Step 1 of 6.  

 

Thank you for the reply, I'll see about getting it serviced. 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.