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Soundstation 2W firmware upgrade failure

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Occasional Visitor

Soundstation 2W firmware upgrade failure

My Soundstation 2W lost connection with the base unit. Re-registration fails.  I was running CVM version 01.600 and want to upgrade to see if that will resolve the problem. I downloaded the Upgrade application and have tried to upgrade. Each time the upgrade runs, I get to the end of Step 4 where it reboots the phone and I get stuck. The phone display shows Rebooting but it never does. It stays on Rebooting (red lights on) until I disconnect the power and battery. Info shows that it now has version 01.605 but I still cannot connect with the base unit - registration still fails. I've tried rebooting from the menu and resetting to factory defaults. Still get "Please Wait" on display. Any ideas?

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Soundstation 2W firmware upgrade failure

Hello jwaldrop,

welcome to the Polycom Community.

Please contact your Polycom Reseller regarding this issue.

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

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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 6
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Occasional Visitor

Re: Soundstation 2W firmware upgrade failure

I am attempting to flash the unit after I lost connectivity to the base. My reseller gave it back to me and said, "Call Polycom!" Any thing else I can try?

Message 3 of 6
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Polycom Employee & Community Manager

Re: Soundstation 2W firmware upgrade failure

Hello VPXSports,

its your Polycom resellers responsibility to provide first level support to yourself. If they are unable or unwilling they should contact our support team.

 

If above all fails please call our support team directly => here <=

Please Note: First contact the Service Provider you have contracted for service and support. When contacting Polycom for technical assistance, your Polycom product system serial number will be required.

 

Support on out of warranty or out of contract products and issues may be charged. Visit our Pay Per Incident page for more details.


Best Regards

Steffen Baier

Polycom Global Services

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

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 6
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Occasional Visitor

Re: Soundstation 2W firmware upgrade failure

Hi,

 

I have attemted to upgrade the firmware; because i had issues registering with the base station. In Step 4 (after updating the radio firmware) the connection is lost and the station remains in reboot mode with light on "RED".

 

After taking all power of the dsp says s2w.con.01.605. So it looks like the upgrade worked but I am still not able to register with the base station. What can I do?

 

Rgds.

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Soundstation 2W firmware upgrade failure

Hello aprins,

welcome to the Polycom Community.

Please contact your Polycom Reseller regarding this issue.

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: 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 6