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IP7000 bricked? Won't "load application" and can't "cancel application"

jgould
Occasional Visitor

IP7000 bricked? Won't "load application" and can't "cancel application"

Hello. I'm just trying to determine if this phone is broken (it's all of 2 years old with REALLY light usage). I've already contacted the reseller and they tried to help with the key combination codes to reset to factory defaults but the phone doesn't appear to get to the point that those key codes are recognized.

 

The phone gets to the point where it should show "loading application..." but it never happens. It just shows the polycom logo. If i press the far right softkey it shows "canceling application startup..." but that never completes so that you can get into the reset menu.

 

I'm guessing the phone is broken and would need physical repair at this point. Disappointing for a $700 phone that it didn't last all of 2 years.

 

Video HERE

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3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: IP7000 bricked? Won't "load application" and can't "cancel application"

Hello jgould,

welcome to the Polycom Community.

Not knowing the history of the phone or where it is installed and how it is powered makes it difficult to comment.

 

Do you have the MAC Address of the phone so we can look this up internally?

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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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.

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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 2 of 4
bblohowiak
Occasional Visitor

Re: IP7000 bricked? Won't "load application" and can't "cancel application"

This describes my situation exactly. The number on my unit is 0004F2F9F810. Thank you for the help!

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: IP7000 bricked? Won't "load application" and can't "cancel application"

Hello @bblohowiak,

welcome to the Polycom Community.

The phone in question was purchased via NETXUSA back in 24/05/2016 so if you are lucky it is still in warranty and an RMA is needed.

 

In order to raise a RMA you need to work with your Polycom reseller as they need to do this for you.

 

End Customers are unable to open a ticket or RMA directly with Polycom support.

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 4 of 4