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HDX-7000 no signal - blinking blue light only

TKRGIT
Occasional Contributor

HDX-7000 no signal - blinking blue light only

Over the weekend I received a call that one of our HDX-7000s suddenly stopped working.  No explanation was given other than it simply stopped. This morning I was looking over the unit and noticed a blinking blue light at the power button, what appeared to first be a brighter blue light, then about a second later a dimmer blue light.  I pressed and held down the power button, no response.  I then unplugged the power cable completely and began to remove the camera cable, video cable to TV and ethernet cable. 

 

All the cables appeared OK, no bent pins or any signs of damage, so I reconnected making sure all were secure.  Lastly, I plugged in the power cable again.  Immediately, I got the flashing blue light again; it didn't responding to pressing the power button, it simply started flashing blue again.  The camera didn’t move to show it was connected and again, no video signal to TV.  

 

I then connected a PC to the same network and attempted to see the unit over the network, however, it was not showing up.  I attempted to ping and connect to it via the web utility, but neither was responding.

 

Lastly, I attempted to reset the unit.  Pressing and holding the reset button for 15 seconds doesn’t produce any results.  Neither does attempting a factory reset.  Are there any troubleshooting steps I’m missing I can try?

Message 1 of 9
8 REPLIES 8
Video EP PLM
Trusted Contributor

Re: HDX-7000 no signal - blinking blue light only

The only other thing would be to remove all the cables but the power and the interface to a display.  See if that helps.

 

If not I would recommend calling your service provider for additional assistance.

Message 2 of 9
Kofi
Occasional Visitor

Re: HDX-7000 no signal - blinking blue light only

I have the same problem with my polycom HDX 8000. Please I need help

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX-7000 no signal - blinking blue light only

Hello Kodi

Have you followed the reply the original poster received?

If yes then as advised contact your Polycom reseller

Replied from a mobile device
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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.

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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 4 of 9
aldo videoconferencias
Occasional Visitor

Re: HDX-7000 no signal - blinking blue light only

I have the same issue!! 

Tried the same things: restart, restart without cables, acces via network, reset, factory reset....

nothing worked :(

Blue led blinking each 2-3 seconds...

 

any ideas?? Thanks!!

 

Aldo

Message 5 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX-7000 no signal - blinking blue light only

Hello Aldo,

welcome to the Polycom Community.

The unit, based on your description, is most likely faulty and only an RMA would be the next step.


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

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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 9
Kris.Spectrum
Occasional Visitor

Re: HDX-7000 no signal - blinking blue light only

We purchased a used Polycom HDX 7000.  I cannot get a signal on the monitor.  I have the monitor set to component and have used the Polycom remote and chosen component as well.  Any suggestions?

 

Thanks so much,

 

Kris

Message 7 of 9
Shahram Ghiassi
Occasional Visitor

Re: HDX-7000 no signal - blinking blue light only

Over the weekend I received a call that one of our HDX-7000s suddenly stopped working. No explanation was given other than it simply stopped. This morning I was looking over the unit and noticed a blinking blue light at the power button, what appeared to first be a brighter blue light, then about a second later a dimmer yellow light. I pressed and held down the power button, no response. I then unplugged the power cable completely and began to remove the camera cable, video cable to TV and ethernet cable.
All the cables appeared OK, no bent pins or any signs of damage, so I reconnected making sure all were secure. Lastly, I plugged in the power cable again. Immediately, I got the flashing blue light again; it didn't responding to pressing the power button, it simply started flashing blue again. The camera didn’t move to show it was connected and again, no video signal to TV.
Are there any troubleshooting steps I’m missing I can try?

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX-7000 no signal - blinking blue light only

Hello @Shahram Ghiassi ,

 

welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the Serial Number of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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

 

Stating at least the serial would enable us to look up the history and age of the device.

 

Based on personal experience the device is defective and only an RMA via Poly would help.

 

Maybe look into an upgrade to something more current?


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

Best Regards

Steffen Baier

 

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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 9 of 9