HDX 8000 No Video Output - Still able to call out

[j.hewitt]

I've got a Polycom HDX 8000 that we use to stream out of our auditorium which is not outputting on either of the DVI outputs (only use one regularly, but tested both in troubleshooting)

One time, I pulled the power, then when I plugged it in I got the boot up screen to show then no video again, which tells me it's not a hardware issue but a config problem. I've tried different displays just to sure. I was not able to get the splash screens to show again.

I am still able to make calls and can hear the audio play back to me from a test site (71.14.2.157), so my unit is still configured. however obviously, no video.

I have tried a suggested fix for a similar (but different) problem, which was to hold the display button, press down, press right. This did not work, however I could hear the chimes from the Polycom, so I am sure the unit was hearing my commands.

Please help.

[j.hewitt]

I am still able to make calls and can hear the audio play back to me from a test site (71.14.2.157), so my unit is still configured. however obviously, no video.

I have tried a suggested fix for a similar (but different) problem, which was to hold the display button, press down, press right. This did not work, however I could hear the chimes from the Polycom, so I am sure the unit was hearing my commands.

Please help.

[SteffenBaierUK]

Hello @j.hewitt ,

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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 and Model of your Polycom Device
• Provide the Call Platform (aka openSIP, Lync,H.323)
• Additional Polycom Infrastructure (RPRM,DMA,CMA,RMX/RPCS)
• If possible provide the Serial of the device so we can look up the history 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 Polycom 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 a 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 post’s.

• Have you tried to factory reset the unit as of yet?
• Have you followed the FAQ guide on how to change the display output?

I will copy & past this question on your other double post => 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

[MikeB]

Don't ignore the simple things. I had a similar issue with my HDX 8000 where everything seemed to be working normally except I had no video. It turned out not to be the HDX but the monitor.

Mike

[j.hewitt]

Model: HDX 8000 HD

Hardware Version:      B

Software Version:       Release - 3.1.2-35267

Not sure what youre asking regarding the call platform, H.323 / SIP  

Serial number: 8212480F8792CG

Other hardware we have include

DMA, RM, RMX, RPAD & RSS

[SteffenBaierUK]

Hello @j.hewitt ,

we can see that this unit was sold via Westcon Group Limited (Australia) back in 20/12/2012 so maybe it is now defective.

When did this happen or what actions where taken prior to the unit failing ? Have you yet tried to factory restore the unit ?

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

Best Regards

Steffen Baier