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Polycom CX5500 Known Issues

Occasional Contributor

Polycom CX5500 Known Issues

Hello Everyone,

 

We have a Polycom CX5500 panoramic video conference phone installed and we are facing a known issue from Ver 1.1.6 MIL-1960, VIDESC-16276

 

Desc - " In a Skype meeting, the CX5100 and CX5500 unified conference stations are not recognized as an audio/video device when connected to a personal computer."  

 

Workaround - "Restart the CX5100 and CX5500 systems."

 

When is Polycom going to fix this issue?

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: Polycom CX5500 Known Issues

Hello @Aramesh,

welcome to the Polycom Community.

It is always useful to include the currently used 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 "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

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

 

You can verify the above browsing to the Web Interface,

 

To answer your actual question we fixed both of the above in 1.3.0 or later


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 9
Occasional Contributor

Re: Polycom CX5500 Known Issues

Hi Steffen,

The current firmware version is 1.3.1, this is the third time it happens with the device in a year.

Message 3 of 9
Polycom Employee & Community Manager

Re: Polycom CX5500 Known Issues

Hello @Aramesh,

A couple of questions:

 

  • What Version of Skype for Business Client
  • What OS on the PC ? Windows or Mac?
  • Are you using the original cables?

This may be a support case.


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 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 9
Highlighted
Occasional Contributor

Re: Polycom CX5500 Known Issues

Hello Steffen,

 

Thanks for helping us. We use the standard cables provided by Polycom with the unit. Windows 10 and Skype for Business Client 2016 client.

 

Message 5 of 9
Visitor

Re: Polycom CX5500 Known Issues

Good day, we are having the same issue. Windows 10 1803, Polycom CX5500 with 1.3.4 firmware, Polycom USB 3.0 cables. It seems this is a firmware problem because this problem is floating.

Message 6 of 9
Visitor

Re: Polycom CX5500 Known Issues

In device manager, it shows like Generic USB Hub and Generic SuperSpeed USB Hub

Message 7 of 9
Visitor

Re: Polycom CX5500 Known Issues

We have 4 CX5500 and it happens randomly.

Message 8 of 9
Polycom Employee & Community Manager

Re: Polycom CX5500 Known Issues


@SteffenBaierUK wrote:

This may be a support case.


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 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


 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 9 of 9