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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

I have inherited support for real presence 500 VC system, we have three of them and one of them refused to come back online after a reboot.

 

Serial: 82132140B547CV

Type: P001

Purchase Date: 2013

Firmware on unit: polycom-gseries-release-4.1.1-60400

P/N:  2201-09790-001

 

I have tried to do a flash recovery by holding down the recovery pin hole button while switching the unit on (holding for 10 seconds) but it does not do anything I get the polycom logo appear on screen and then just disappear again with just a blank screen and constant blue flashing light on the unit. It only has an HDMI connected and have tried connecting Ethernet but same issue.  

 

I can’t do a USB flash upgrade as I don’t have a key for the unit, I have registered here but can’t access the licensing and product registration with my newly created account.

 

PS:  I have the tar file for the same software already but don't know the sw keys details. 

 

Any help would be appreciated.

3 REPLIES 3
HP Recommended

Just guessing but it sounds like the file system on it has become corrupted and the unit needs to be replaced.

HP Recommended

I had a feeling it would be that. 

 

what would be the easiest solution if the unit is out of warranty? 

 

Thanks 

HP Recommended

Hello T.Majid,

welcome to the Polycom Community.

We sold the unit via British Telecomm Plc back in 16/09/2013 so I would work with them to get an Out Of Warranty RMA organised.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
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