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Help With Polycom Realpresence 500 - Flash recovery.

Occasional Visitor

Help With Polycom Realpresence 500 - Flash recovery.

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.

Message 1 of 4
Polycom Video EP PLM
Polycom Employee & Moderator

Re: Help With Polycom Realpresence 500 - Flash recovery.

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

Message 2 of 4
Occasional Visitor

Re: Help With Polycom Realpresence 500 - Flash recovery.

I had a feeling it would be that. 


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



Message 3 of 4
Polycom Employee & Community Manager

Re: Help With Polycom Realpresence 500 - Flash recovery.

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

The title Polycom 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 4 of 4