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Keypad problem - SoundPoint IP 650

Occasional Visitor

Keypad problem - SoundPoint IP 650



We have phone SoundPoint  IP 650 and we have problem with keypad. Sometimes it works very well and sometimes we have problem with dialpad (for example when I press digit 4  we got two digits 4 and 5 on display). The same situations is whan I press another button. 


I made a hardware diagnostic for keypad and sometimes it shows that under #1 is SoftKey1, under #2 is SoftKey1, under #6 is dialpad7 (not proper digits assignetd to buttons).


It's strange because it happens suddenly (everythink is OK and than problem with dialpad and I can't dial number).

After reboot for some time is OK (or not) and than suddenly again. Very annoying.


I have US Software 4.0.4 and BootROM 4.4.0B.


Is it software problem or rather hardware?

Any suggestion?


Best Regards,


Message 1 of 3
Polycom Employee & Community Manager

Re: Keypad problem - SoundPoint IP 650

Hello Andrzej,

welcome to the Polycom Community.

If the hardware test shows that wrong buttons are pressed the phone is most likely defective.


Was there any drink or other liquid spilled on it?

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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Message 2 of 3
Occasional Visitor

Re: Keypad problem - SoundPoint IP 650



Thanks for answer.


No, there wasn't any liquid spilled on phone.

I hoped that it's a software problem but it seems that it's hardware problem :-(


Do You think that it's possible to  fix it?


Best Regards


Message 3 of 3