Plantronics + Polycom. Now together as Poly Logo

IP7000 not loaded

Highlighted
Occasional Advisor

IP7000 not loaded

Dear All,

We have a problem with the Polycom Soundstation IP 7000. Connection via power supply. After turning on the phone - Polycom logo appears. Then the screen goes out and turns on only the three red lights. So the phone not loaded. No LAN connection. No reaction.

 

The phone is not new. Previously, he worked perfectly.

Software information: 4.1.1.0232 29-Mar-08 16:43

 

Message 1 of 11
10 REPLIES 10
Highlighted
Occasional Advisor

Re: IP7000 not loaded

>Is this a brand new unit or a used unit?

A used unit

 

>If used how long have you had it?
We just changed some ip and sip settings and now all of three lights come on and nothing happens

 

There are no activity on LAN port via Wireshark application.

 

Very similar to this problem:

http://community.polycom.com/t5/VoIP/IP-6000-Power-up-issue/td-p/73591

Message 2 of 11
Highlighted
Occasional Advisor

Re: IP7000 not loaded

2230-40300-122 Polycom SoundStation IP 7000 (SIP) conf phone. AC pwr or 802.3af Power over Ethernet. Includes 100-240V power supply, 1.5A, 48V/50W; CEE 7/7 power plug; 7.6m Cat5 shielded Ethernet cable; Pwr Insert Cable. Expandable.

 

Tested only via original Power Supply which was with Polycom SS IP 7000. No possibility to test with PoE switch.

 

There are same issue with IP 6000, but without correct solutin for us:

http://community.polycom.com/t5/VoIP/IP-6000-Power-up-issue/td-p/70331
http://community.polycom.com/t5/VoIP/SoundStation-IP-6000-won-t-power-on/td-p/69410
http://community.polycom.com/t5/VoIP/IP-6000-Blinking-Red-Lights/m-p/24216#M3516

 

Any ideas?

 

 

Message 3 of 11
Highlighted
Polycom Employee & Community Manager

Re: IP7000 not loaded

Hello ue,

welcome to the Polycom Community.

The correct solution for most of these issues is most likely an RMA.

 

You can try and setup a server so the phone can attempt and download its software if that is causing the issue:

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

Most likely the unit has broken for some reason or another but without getting the unit to Polycom support I am unable to verify this.


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 11
Highlighted
Occasional Advisor

Re: IP7000 not loaded

Dear SteffenBaierUK,

I can not understand what was the cause of failure. There were only changed network settings.

 

 

Message 5 of 11
Occasional Advisor

Re: IP7000 not loaded

About your recommendation - try and setup a server so the phone can attempt and download its software...

How could I setup my phone? How to connect to this phone? How to setup this phone? There are no problem with download software and prepare server side. But what about configuring phone for it? Is it possible? Maybe via USB port? by other method?

 

 

Message 6 of 11
Highlighted
Polycom Employee & Community Manager

Re: IP7000 not loaded

Hello ue,

I am not aware what happened to the phone or what state it was in before it got moved so unless this is being returned to Polycom support for an RMA we are unable to diagnose the issue.

 

The above post explains how you setup a DHCP Option to provide the phone with the details of a Provisioning server. This should allow the phone to upload its logs and if successful also attempt to download a software.

 

If this all fails then the unit is defective and there is no way for an end user to fix this.

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 7 of 11
Highlighted
Occasional Advisor

Re: IP7000 not loaded

Provisioning server is ready. How long does it take to connect phone to the server?

Message 8 of 11
Highlighted
Polycom Employee & Community Manager

Re: IP7000 not loaded

Hello ue,

this post is getting into support territory which we do not support via this community as Polycom employees.

 

The phone will request via the DHCP Discovery to be provided with the DHCP Option 160 or 66 the location of the Boot Server. Once it receives this it will attempt to connect to it.

 

All of the above is subject to the phone being in working order.

 

You may want to try a wireshark trace via a spanned port to confirm it does such action.

 

If it doesn't then please contact your Polycom reseller for 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 9 of 11
Highlighted
Occasional Advisor

Re: IP7000 not loaded

No activity by Wireshark. What can do reseller with this phone?

Message 10 of 11