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Group 700 stuck on Initializing Harware

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Occasional Visitor

Group 700 stuck on Initializing Harware

After a power outage, our Group Series 700 will not boot up.  The panel display says "Initializing Hardware" with the blue light blinking, and will no go any further.  The fans do not turn on.  There is no output from any of the monitor ports.

 

I've tried holding the reset button while powering it on.  Same behavior.

 

I'm guessing something is fried, but thought I would take a shot at the community and see if there is a special reset procedure that I'm unaware of.

 

Thanks,

Steve

Message 1 of 15
14 REPLIES 14
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Occasional Visitor

Re: Group 700 stuck on Initializing Harware

Hello does anybody hearing us?

i'm in the same boat!

Message 2 of 15
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Polycom Employee & Community Manager

Re: Group 700 stuck on Initializing Harware

Hello all,

welcome to the Polycom Community.

Do you have any details on the unit like the software version, the environment it is installed, the serial etc.


Best Regards

Steffen Baier

Polycom Global Services

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 3 of 15
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Occasional Advisor

Re: Group 700 stuck on Initializing Harware

i stuck on Starting user interface,

 

i have to reboot few times until it show home screen. The issue occur intermittent only, sometimes can

boot normally and sometimes have to reboot few times.

 

*Polycom Group 700

*Software version:  6.2.2- 580140

*S/N : 82143840CEC0PW

 

is it because of the bug issue??

Message 4 of 15
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Polycom Employee & Community Manager

Re: Group 700 stuck on Initializing Harware

Hello @mie ,

 

Welcome to the Poly Community.


This unit was only installed back in 11/09/2019 so please get in touch with Acrodata Sdn Bhd / EXCLUSIVE NETWORKS MALAYSIA SDN BHD so they can work on a support ticket or an RMA of the 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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 5 of 15
Highlighted
Occasional Advisor

Re: Group 700 stuck on Initializing Harware

Hi,

 

They have reset it to factory setting and upgrade to the latest firmware  (6.2.2.1-600016).

But i'm afraid the bug was still there as if this unit is already new unit (RMA) after the previous 

unit having a hang issue during Video Conferencing and stuck when they try to update the 

firmware. I want to get confirmation if this was a firmware issue or not.

 

Thanks

Message 6 of 15
Occasional Contributor

Re: Group 700 stuck on Initializing Harware

Good Day,

 

Helllo All, I have Encountered a Similar Issue while upgrading to firmware 6.2.2.1 Our Group series 700 is stuck in the Initialise Hardware state.

 

Serial Number : 82145140E4EBCW

 

May i know is there a way to recover the device without sending for an RMA, i mean we have contract but cannot afford to the down time.

 

Any advice would be highly appriciated.

Message 7 of 15
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Polycom Employee & Community Manager

Re: Group 700 stuck on Initializing Harware

Hello @Sijin Prakash ,

 

Welcome back to the Poly Community.

 

We do not know what Software you are upgrading from. Any possible limitations are usually described in the Release Notes.

 

For example:

 

  • If you are manually upgrading the RealPresence Group Series system using web interface and the current software is lower than v6.2.0.2, you need to first upgrade to v6.2.0.2 and then upgrade to v6.2.1.

The next step is only an RMA. I suggest you work with First Video Communications FZ-LLC who sold this unit back in 2014.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8 of 15
Highlighted
Occasional Contributor

Re: Group 700 stuck on Initializing Harware

Dear Steffen,

 

Good Day and Thanks, I remember the Polycom Update Path but missed out to keep the Lower Version there in USB and Kept the Latest. i was upgrading from 6.1.7.

 

thanks and its fixed now.

Message 9 of 15
Highlighted
Polycom Employee & Community Manager

Re: Group 700 stuck on Initializing Harware

Hello @Sijin Prakash 

 

Could you kindly mark this as "Accept as a solution" so other users can find this easier and it helps them to utilise the community more efficiently? 

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 10 of 15