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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎02-06-2018 09:38 AM

HP Recommended

I have a CX5500 that became unresponsive and seemed to be stuck in a perpetual reboot.  I followed the USB recovery process found on this site.  After the procedure completed, the microphone status is flashing amber and there is a green USB indicator in the display (even though nothing is connected to the USB port).  Am I looking at a hardware issue, or is there something else I can try ?  Thanks 

7 REPLIES 7

‎02-07-2018 02:28 AM

HP Recommended

Hello @DSC,

welcome to the Polycom Community.

Have you tried this again ? 

 

Are any logs written on the USB stick once you remove and add it to the camera unit ?


What is the serial of this unit?

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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-07-2018 10:22 AM

HP Recommended

Thank you for your response Steffen.  I tried the recovery procedure a second time with the same result.  Log file is attached.  S/N is 005F40.

log_1517999477959.zip
Was this reply helpful? Yes No

‎02-07-2018 10:43 AM

HP Recommended

Hello @DSC,

The unit with the serial 82160344D842DA was sold via INGRAM MICRO back in 28/03/2016.

 

I would expect the unit to last much longer than this.


What Software version are you trying to restore ?

 

The logs show 1.2.3-70255 whilst the latest is 1.3.1

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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-07-2018 11:29 AM

HP Recommended

Steffen - The unit was put into service in January 2017 and I belive 1.2.3-70255 was the current version at that time.  We were attempting to restore the same version.

Was this reply helpful? Yes No

‎02-07-2018 11:45 AM

HP Recommended

Hello @DSC,

Please try the latest version and if that fails open an RMA.


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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-08-2018 07:12 AM

HP Recommended

I attempted recovery with the latest release with no improvement.  So I understand, does the RMA need to be initiated by the re-seller, or can the end user initiate ?  Thanks again Steffen for your assistance.

Was this reply helpful? Yes No

‎02-08-2018 07:18 AM

HP Recommended

Hello @DSC,

I assume you belong to a Government Organisation so I suggest to do this via the Reseller quoted above.

 

The Unit is out of warranty (nearly  years old) but maybe the date we hold and the date you received this unit is different.


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.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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