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HDX7000 Reset settings when turned off after few hours

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Occasional Visitor

HDX7000 Reset settings when turned off after few hours

Hi,

 

I'm having problem with my HDX7000. The unit is usually turned off for a certain period of time. We moved the equipment from 1 site to another but haven't checked it before moving. Days past and when we turned it on the new site, the system setting was reset which requires re-configuring the whole thing such as location, ip addresses , key codes, etc. Upon completing all the necessary configuration and established call to far end, we tried to turned and on and powered up again after an hour and the system comes back normally. But when we turned it on the next morning we're prompted to installation menu.

 

What seems to be the problem? Appreciate if someone could provide the details of possible solution and or permanent fix to this problem..

 

- Thanks

Message 1 of 7
6 REPLIES 6
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Occasional Advisor

Re: HDX7000 Reset settings when turned off after few hours

Your HDX is maybe provision by the CMA?

 

 

Message 2 of 7
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Occasional Visitor

Re: HDX7000 Reset settings when turned off after few hours

Hi Eric,


Thanks for your ptrompt response.

 

However, the system is not provisioned with CMA.


Regards

Message 3 of 7
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Occasional Advisor

Re: HDX7000 Reset settings when turned off after few hours

In your HDX, in the section Admin Settings/Global Services/Provisioning Service, are you sure that you don't have an IP Address?

Message 4 of 7
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Occasional Visitor

Re: HDX7000 Reset settings when turned off after few hours

Hi Eric,

 

There is no IP Adress.

 

Thanks

Message 5 of 7
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Polycom Employee

Re: HDX7000 Reset settings when turned off after few hours

Hello,

 

 

How is the system being turned off? The HDX systems have a failsafe mechanism where they go back to an out of box configuration if the unit fails to shut down properly more than 3 times.

 

Regards,

 

 

Message 6 of 7
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Polycom Employee & Moderator

Re: HDX7000 Reset settings when turned off after few hours

Are you able to advise what software version you are using ? To ensure the software is clear of corruption perform a USB restore with the latest software.

 

USB Restore
Collect software from Polycom website.
1.Power off the system.
2. Put the latest .pup file onto a USB
stick. Make sure that .pup file resides
on the top level (not in a folder) and that
there are no other .pup file located on
the same level.
3. Put the USB stick into the USB port
on the HDX.
4. Insert a pin into the pinhole.
5. With the button in the pinhole
pressed down, power on the HDX
system.
6. Keep the button in the pinhole
pressed down for 15 seconds.

 

If the issue continues to occur there may be a hardware fault - please contact your local Polycom support centre.

Message 7 of 7