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CX5100 stuck on booting (flashing green lights)

Occasional Visitor

CX5100 stuck on booting (flashing green lights)

Hello,

 

A colleague tried updating CX5100 via network, but the installation failed.  Now  the device starts with the flashing green lights, but nothing happens. I tried to download the latest TAR file and install it with a USB drive (FAT32 formatted) but the device never starts flashing red and green. I tried with the reset button with the instructions from the manual, with and without the usb stick. If I insert a blank usb no logs are written.

 

Is the device bricked or is there another procedure to get the firmware to the device? Is it possible that some boot files on the sd card are corrupted and if that is the case can anyone share them? Thank you all for your time.

Message 1 of 14
13 REPLIES 13
Polycom Employee & Community Manager

Re: CX5100 stuck on booting (flashing green lights)

Hello Mihailo,

welcome to the Polycom Community.

Did you follow this guide => here <= ?

 

I am unsure how you would be aware that there is an SD card inside other than opening the unit which may affect your warranty status.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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 2 of 14
Occasional Visitor

Re: CX5100 stuck on booting (flashing green lights)

Thank you for replying. That was the first thing I tried. Then I tried the same procedure with a usb and the tar file on it but the restoring doesn't start. Since the device is old, it is out of warranty. I sent you the serial via PM and would be gratefull if you could tell me who can support the device.

 

Best regards,

 

Mihailo

Message 3 of 14
Occasional Visitor

Re: CX5100 stuck on booting (flashing green lights)

Same issue here, everything tried, no success :(

 

Any suggestions?

 

Best Regards

Stefan

Message 4 of 14
Polycom Employee & Community Manager

Re: CX5100 stuck on booting (flashing green lights)

Hello Stefan,

welcome to the Polycom Community.

The answer is the same as to the original poster. This needs to be raised with Polycom 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




<======== 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 5 of 14
Occasional Visitor

Re: CX5100 stuck on booting (flashing green lights)

Hello Steffen,

 

thanks for your fast response, we have no more warranty on our CX5100, and we dont want to pay for any support tickets. Thats why I tried to get a solution via internet, if the the device bricks, its ok for us because we cant use it anymore with flashing LEDs.

 

So if there is any solution we can do, please let me know. We dont care if we have to open the screws or anything, because as said, we have no more warranty.

 

Best regards,

Stefan Morgenbesser

Message 6 of 14
Polycom Employee & Community Manager

Re: CX5100 stuck on booting (flashing green lights)

Hello Stefan,

As this is the official Polycom support community hosted by Polycom and answer's are provided by Polycom employees I cannot recommend to open the device and will remove any other replies around the same matter.

 

An official Polcyom answer has been provided and that is to proceed with an RMA.

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 7 of 14
Visitor

Re: CX5100 stuck on booting (flashing green lights)

Hello support team,

 

I have the same issue too, I tried to apply what is recommend on my device but no luck, still blinking.

 

Any suggestions please?

 

Best Regards

Diler

Message 8 of 14
Polycom Employee & Community Manager

Re: CX5100 stuck on booting (flashing green lights)

Hello @Diler,

 

welcome to the Polycom Community.
The answer is the same as to the original poster. This needs to be raised with Polycom 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 devices MAC /  Serial 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 14
Visitor

Re: CX5100 stuck on booting (flashing green lights)

The SN is 41B418

Couln't find the MAC address, attached please find the back lable of the device.

Thank you!

Diler