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IP 7000 phone freezing and acting very strange

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Advisor

Re: IP 7000 phone freezing and acting very strange

.... and some more testing with wireshark and it looks like the problem is a bad NIC or something with the internals.  I hooked up wireshark to sniff the packets coming out of the phone and there are zero - nada!

 

Is there any way to test the NIC or re-enable it somehow, or is the phone dead?

Message 11 of 17
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Polycom Employee & Community Manager

Re: IP 7000 phone freezing and acting very strange

Hello msoultan,

Not knowing any history of this phone I can only assume it is broken and needs an RMA.

 

You have tested already various ways to reset it and the only way to get a new software on it is via the network.

 

Have you yet tried to factory default as shown => here <= ?


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

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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 12 of 17
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Advisor

Re: IP 7000 phone freezing and acting very strange

Oddly enough, this phone is a replacement that we got a couple years back because the first one was DOA, so who knows the history of this one before we owned it!?

 

I'll give your link another look and see if any of those keypresses will spark some activity, but it would seem to me like something is broken inside as it should at least be sending out some network traffic when it turns on (DHCP requests, etc).  That is, unless there's a way to have the firmware disable all network traffic?

 

thanks,

Mike

Message 13 of 17
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Advisor

Re: IP 7000 phone freezing and acting very strange

I tried the key combination ideas but no luck - that page also says it should taking 9 seconds to cancel autoboot and it takes about 3 minutes on my phone.  Also, I'm not sure if it's on purpose, but the IP7000 isn't included in the "since UCS 3.3.0 section".  First part says this:

 

Depending on your phone model, press and hold the following keys simultaneously during the Updater/BootROM countdown process until the password prompt displays:

 

  • SoundPoint IP 550, 560, and 650, and VVX 1500: 4, 6, 8, and * dial pad keys

  • SoundPoint IP 321, 331, 335, 450, SoundStation 5000 , 7000 and SoundStation Duo: 1, 3, 5, and 7 dial pad keys

  • SoundStation IP 6000: 6, 8, and * dial pad key

  • VVX 300 , 310, 400, 410 , VVX 500,VVX600 and SpectraLink 8400 Series: 1, 3, and 5 dial pad keys

Since UCS 3.3.0 and the introduction of the Updater the starting of the Application has to be canceled:

 

then further below:

 

  • Do not press Setup but press the matching multiple key combination below instead

    • SoundPoint IP 550, 560, and 650, and VVX 1500: 4, 6, 8, and * dial pad keys

    • SoundPoint IP 321, 331, 335, 450, SoundStation 5000 and Duo: 1, 3, 5, and 7 dial pad keys

    • SoundStation IP 6000: 6, 8, and * dial pad key

    • VVX 300, 310, 400, 410: dial pad keys 1, 3, and 5 dial pad keys

    • VVX 300 , 310, 400, 410 , VVX 500, VVX600 and SpectraLink 8400 Series: 1, 3, and 5 dial pad keys

 

 

I'm not sure if that's just a typo or intentional, but I just thought I'd let you know.  Going to call in for an RMA.

 

Thanks!

Mike

Message 14 of 17
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Polycom Employee & Community Manager

Re: IP 7000 phone freezing and acting very strange

Hello mike,

Unsure what the Typo should be but the phone boots like this:

 

  • Polycom Logo
  • Blank screen showing cancel
    now select this

  • Screen will display a countdown with Setup About

  • Now press the Multiple Key combination

The phone will ask you for the factory reset password.

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: 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 15 of 17
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Advisor

Re: IP 7000 phone freezing and acting very strange

Look in the top section and you'll see that IP 7000 is included, yet in the bottom section it's not.  So in other words, in the section that describes what is done since UCS 3.3.0, below that the instructions don't include IP 7000. ...and yes, after some more testing it's a typo - you need to make sure 7000 is part of the instructions in the section below.  I was able to get that combo to work after it finally gets to the setup/about screen and I'm able to use that combo while it's counting down and then it asks if I want to do a reset, I enter a password and it just sits at "resetting configuration, please wait", so there's still a problem with the phone (getting it RMA'd now).

 

 

Here's the section that needs updating (7000 is bolded and underlined and blue):

 

Do not press Setup but press the matching multiple key combination below instead

  • SoundPoint IP 550, 560, and 650, and VVX 1500: 4, 6, 8, and * dial pad keys

  • SoundPoint IP 321, 331, 335, 450, SoundStation 5000, 7000 and Soundstation Duo: 1, 3, 5, and 7 dial pad keys

  • SoundStation IP 6000: 6, 8, and * dial pad key

  • VVX 300, 310, 400, 410: dial pad keys 1, 3, and 5 dial pad keys

  • VVX 300 , 310, 400, 410 , VVX 500, VVX600 and SpectraLink 8400 Series: 1, 3, and 5 dial pad keys

 

Message 16 of 17
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Advisor

Re: IP 7000 phone freezing and acting very strange

I got the new phone... it turns on :)

 

Should be all good.  Thanks for your help

Message 17 of 17