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RPG 500 fails to boot up, shows black screen after Polycom logo startup

Occasional Advisor

RPG 500 fails to boot up, shows black screen after Polycom logo startup

Hello Community,


We have a RPG 500 that fails to boot up. All we just see is a blank (black) screen after the Polycom logo displays after startup. The indicator led flashes blue for a few seconds and then solid blue after startup but there is no picture on the display. We followed the admin guide procedure and tried performing a factory reset via the pin hole reset button but that did not work. Also tried the factory reset through the USB method but that did not work either. Currently out of options, can you please help? Thanks in advance.

Message 1 of 3
Polycom Employee & Community Manager

Re: RPG 500 fails to boot up, shows black screen after Polycom logo startup

Hello @rattuq ,


welcome back to the Poly Community.

Both the communities Must Read First and the 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 some of the basic information asked for:


  • Provide the Call Platform (aka openSIP, Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide the Serial Number 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 Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

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

Best Regards

Steffen Baier


<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 3
Occasional Advisor

Re: RPG 500 fails to boot up, shows black screen after Polycom logo startup

The RPG 500 is still under warranty so we are working with the reseller for warranty claim and potential RMA. Thanks for your help.

Message 3 of 3