HDX 7001 Revival

Occasional Visitor

HDX 7001 Revival

Hello,  I was hoping someone may be able to help me revive a HDX 7001 that is getting stuck on the Polycom logo when it tries to boot up.  I tried a factory reset and it did not seem to help. 

 

My next idea was to use the USB method and put the .PUP file and txt file on the usb stick and try to restore that way.  This presented an interesting question.  I don't know version software is currently on the unit as it will not boot.  The website says "Use this software (2.6.1.3) as an intermediate step to upgrade an HDX system from version 2.0.3 or earlier"

 

My question is, is it a better idea to load 2.6.1.3 and possibly downgrade the unit in the process if the version on the unit is newer, then upgrade to 3.1.13 or try to directly upgrade to 3.1.13 and possibly skip the intermediate step in the process?

 

Thanks in advance!

Message 1 of 4
3 REPLIES
Polycom Employee & Community Manager

Re: HDX 7001 Revival

Hello @appleaday3k,

 

welcome to the Polycom Community.


Most likely the unit is requiring an RMA but as you have not provided enough basic details we cannot respond with the next steps.

 

If you have access to the licensing portal you can check the devices serial and create a recovery USB stick with the right license file.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Visitor

Re: HDX 7001 Revival

Thank you Steffen,

We are a vendor that supports multiple offices and the Polycom was purchased in the past and is not under a support contract as it is extremely old.

Do you know how I be able to obtain access to the portal to download the recovery tools?

I actually have another unit we want to repair so this process is a good learning experience :)
Message 3 of 4
Polycom Employee & Community Manager

Re: HDX 7001 Revival

Hello @appleaday3k,

 

 

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

 

Jun 22,2014 Question: How can I activate / check / verify / recover my license?
Answer: 
Please check this post in the Software Licensing section => here <=

 

There are no specific tools. A USB stick with the software and a text file


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 4