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GroupSeries 500 black screen for hours after factory reset

Occasional Visitor

GroupSeries 500 black screen for hours after factory reset


Hi guys!


I'm experiencing an issue that started when I needed to do a factory reset because the web configuration portal wasn't working. For my surprise that didn't work, so I decided to do the factory reset but by entering a paper clip under the system as I read here:


After I did that, the system has not been able to boot up. It stays with the blue light on and a black screen for hours. I've tried to do a factory reset again and to even boot up from a USB drive. But now I only get a couple of yellow lights with blue and then it reset automatically and we go again to the blue light and black screen. 


Any idea of what could have gone wrong? I think maybe some files got corrupted or something. The strange thing is that it isn't even booting from the USB drive. 


Thank you so much for your help. 

Best Regards.



Message 1 of 2
Polycom Employee & Community Manager

Re: GroupSeries 500 black screen for hours after factory reset

Hello @Solstice IT,


welcome to the Polycom Community.

As you have not provided a Serial number we are unable to look up the history or age of this unit.


From the sound of it it is defective and would need an RMA.


This can either be done via our RMA page => here <= or our support team can try and troubleshoot this.


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 providing your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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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Message 2 of 2