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HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

MikeBruce
Occasional Contributor

HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

Good morning everyone,

 

I've searched the forum and found several posts regarding this topic with no clear answer on how to fix it. I'm posting again with the hopes that someone is able to walk me through this:

 

I have a working HDX 7000 with serial and software option key for (v3.0). It has been on our network for years. Recently it booted up and was stuck on the splash screen. I've tried the following:

 

Factory Reset: System went through the reset screen but the same issue occurred.

Log in to Web UI: Unable to connect using this method.

USB Update: I read this might solve the issue, put the .pup file for v3.0 on the USB but I have no method of upgrading without access to any menus either on the unit or over the web interface.

 

I wonder where to go from here? If anyone has any concrete ideas that are readily available please let me know what you think.

 

Thanks,

Mike

 

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

Re: HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

Hello Mike,

welcome to the Polycom Community.

Please try the latest 3.0.6 Software to revover these HDX. Please also see => 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

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
michelle_7728
Occasional Advisor

Re: HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

May 16, 2013

Polycom

® HDX® Security Update

Frequently Asked Questions

This document provides information regarding security exploitations in Polycom HDX software prior to

version 3.1.1.3, details to understand whether or not your systems are vulnerable, recommended

remediation actions, and availability of additional security information.

Which versions of HDX software are vulnerable?

All HDX versions prior to 3.1.1.3 are vulnerable.

Is this being exploited in the wild (i.e. still an active threat to customers)?

Yes.

How do I know if my HDX system has been attacked?

The HDX system will hang (freeze) while displaying a splash screen and not complete the boot process

that opens the Polycom video application.

If my HDX system is attacked how do I get it fixed?

Customers experiencing this situation should contact Polycom Support at 1-800-POLYCOM. Support will

need remote access to the HDX’s IP address, and will be able to restore the device to operation.

What should I do to prevent my HDX system from being attacked?

Polycom recommends that all customers immediately upgrade to HDX version 3.1.1.3. Polycom has fixed

these issues in HDX version 3.1.1.3, which is no longer vulnerable to this exploit.

What security recommendations does Polycom offer?

Secure video conferencing is a priority for Polycom, and we have security features across our full range

of solutions. All of our solutions - from endpoints to infrastructure – come with features that meet the most

stringent industry standards. When your use of video conferencing systems is consistent with best

practices, these features can ensure your audio, video and data traffic will remain fully secure as they

pass across the network.

For on-going information about security on Polycom products please visit our security information web

site at: www.polycom.com/security which provides best security practice recommendations and also links

to the Security Center where security advisories are posted.

Additionally in keeping with security best practices customers should always do the following:

Change the default password

Use a password on their video conferencing systems

Disable protocols and interfaces that are not used such as telnet

If the system is used only when people are in the room Polycom recommends disabling the ‘auto

answer’ functionality – allowing users to manually answer incoming calls and to consider disabling

remote control of the local camera

Message 3 of 6
MikeBruce
Occasional Contributor

Re: HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

My apologies, following up on this rather late: 

 

From what I gather you can hold the "Display" button on the remote to verify if the source is correct. Outside of that the issue is with the system.

 

We were advised by our supplier to return the unit and they would ship another one out. This was the solution for us.

 

Thanks,
Mike

Message 4 of 6

Re: HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

Hi,

 

My screen i think has the same problem splash screen, its hangng on the polycom logo, how can you assist on this, and whats the process to udgrade?

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX 7000 Stuck / Frozen at Splash Screen / Loading Screen

Hello James,

welcome to the Polycom Community.

This has been already discussed a few times => here <= and to my knowledge if this is the "hacking" issue can only be recovered by Polycom support.

 

Polycom issued a software update to prevent this last year in May.

 

Do not attempt to factory reset the unit and please contact your Polycom reseller.


Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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