HDX 7000 - new unit will keep directory entries after power off

[Anonymous]

We have a new HDX 7000 HD unit installed, works great except it does not retain the directory entries after power off.

[Polycom_Video_E]

Do you have a Polycom Touch Control attached to the HDX?

Are you at the current HDX software load, assuming you are since it is new, but please make sure you are.  The latest software is on the Polycom Support Web site.

Please review all the Directory settings as defined in the HDX Admin Guide "Configuring Directory Settings".

If you are confident these are all set right and you still have the problem I would recommend doing a factory restore.  There maybe something not set right in the settings and the factory restore will load the software in the factory partition and reset all the settings.

[Anonymous · Accepted solution]

Steven, I have installed the newest version of software, did the factory restore, imported the directory .csv file again. Directory entries are shown but after rebooting the HD 7000 HD unit the directory entries are missing again. Please advise, looks like we need a new unit.

[Polycom_Video_E]

I do not know about a new unit service can help determine that, please call 1-800-POLYCOM for additional assistance.

[SteffenBaierUK]

Hello Edfdot,

welcome to the Polycom Community.

In order to keep the community informed you should always post what you consider as "newest" version as months / years down the line this information may come handy.

The correct escalation path is outlined within the community and in addition in my signature.

Please contact your Polycom reseller and provide your directory and a log from the HDX.

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

[Anonymous]

I have had instances when an imported directory would not remain after power off and was able to workaround by manually entereing the directory. Painful but functional.