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Microphone not connected - Real Presence 500

Occasional Contributor

Microphone not connected - Real Presence 500

I have a problem with a Group 500 where the microphone has stopped working. I suspected a faluty cable, but it still doesnt work with a new cable.

The diagnostics show no microphone connected.


Any suggestions?


Bjarne Rasmussen



Message 1 of 3
Polycom Employee & Community Manager

Re: Microphone not connected - Real Presence 500

Hello Bjarne Rasmussen,

welcome to the Polycom Community.

It is possible, using Brute Force, to plug in the Walta Plug the wrong way around. Earlier Hardware revisions of the Group Series would blow a part and need RMA.


Newer Hardware revisions to my knowledge would not do this anymore but not knowing any details I am unable to make additional suggestions.


Please work with your Polycom reseller.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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 2 of 3
Polycom Employee & Moderator

Re: Microphone not connected - Real Presence 500

Please refer to the installation guide for the correct connection of the CLink cable to the codec and to the microphone arrays.

Message 3 of 3