Latest Firmware Update Killing CX600 Display

Anonymous · ‎12-26-2012

As a warning, the latest Microsoft update for the CX600 (7577.4366) has killed the displays on 7 of our 55 CX600 phones.

We have a "premier" support contract that calls for advance replacement and polycom is refusing to do anything about this at the moment. We are essentially being told that if we need phones we need to go out and buy them, and then we are stuck with them once they do figure out what's going on with this issue.

Not acceptable, especially since this is a firmware issue impacting the hardware - and we paid a premium price for this service contract.

SteffenBaierUK · ‎12-26-2012

Hello epaz,

Welcome to the Polycom Community.

I am not familiar with the issue that you are describing and the software update itself is issued by our partner Microsoft.

How does the issue manifest it's way in your case?

Did you raise a case with Microsoft already?

Who do you have this premier contract with?

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: 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.

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Anonymous · ‎12-26-2012

Hi Steffen,

Total Coverage Premier Service is provided by your partner ScanSource Communications, and covers software and hardware - not excluding updates provided by Microsoft.

This issue occured the day after deploying the latest firmware update.

The display of the device starts to flicker, shrinks down to 1/5th the normal size, and eventually turns completely white.

A case has not been raised with Microsoft as this is an issue involving the display on the device. Lync Phone Edition is to be supported by the phone manufacturer. We do not work directly with the developers of your firmware.

SteffenBaierUK · ‎12-26-2012

Hello epaz,

I can only suggest to work with your Reseller to bring this to the attention of Polycom support and provide as much details as possible.

This should include the Hardware revision of the affected units and some photos or videos of the behavior.

In addition please also raise this with Microsoft as the update is distributed via Microsoft.

Best Regards

Steffen Baier

------------------------------------------------
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

Anonymous · ‎12-26-2012

Hi Steffen,

I've done all of that and am awaiting a reply, this is just more of a warning to folks regarding the firmware and the "premier" warranty plan.

Anonymous · ‎12-27-2012

Just as a reference, here's a picture of the display.

I have learned that there is a gap when it comes to these phones. The support contract would normally cover firmware and hardware. In this instance, we are told that Polycom and the service provider view the firmware on these phones to not be their responsibility, as it's provided by Microsoft.

As a courtesy they are issuing replacements, however for the future I am going back to our vendor to see what we can do to address the gap. For any other polyom phone, the coverage is for hardware and firmware. Only on the Lync phones is that not the case. Thus getting an RMA for replacement is more time intensive since it's outside the normal process for both the support vendor and for Polycom. At one point I was told "Polycom didn't break your phone, Microsoft did." The support vendor has also stated that Polycom doesn't certify the software updates released by Microsoft for Lync Phone Edition, so they are in no way tested or approved by Polycom.

As far as I know we don't even have a line of support from Microsoft for Lync Phone Edition/Hardware issues.

So in summary, if a button breaks or something like that - you're covered. If a firmware update bricks the phone, it appears the viewpoint of Polycom is "not out fault" and we simply have to hope they will step in, as they have this time, to replace the devices.

SteffenBaierUK · ‎01-03-2013

Hello epaz,

as you are most likely aware we are currently investingating this issue.

Best Regards

Steffen Baier

------------------------------------------------
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

Anonymous · ‎01-09-2013

Hi Steffen,

The polycom warranty service provider opened the ticket so we actually have received zero communication from Polycom on this issue, not even a "we are investing". If you could keep me posted, it would be appreciated.

Eric

SteffenBaierUK · ‎01-09-2013

Hello Eric,

I can see that your reseller Scan Source has raised a Ticket with us and that the Handset's have been RMA'ed.

Some of them will be returned to our Hardware team so we can analyze how the latest Microsoft supplied update would cause our hardware to react like this.

Once we have an official explanation I will post this here.

Best Regards

Steffen Baier

------------------------------------------------
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

Anonymous · ‎01-09-2013

Hello

We have just had exactly the same issue.... Upgraded to 4.0.7577.4366 on a fleet of 50 CX600 phones and screen flicker/white display. I rolled back to firmware 4.0.7577.4100 and the problem dissapeared. Our phones are Ploycom_CX600_Rev-5 across the entire fleet of 50 yet the problem only occured on 6 of those.

At least there is a way out if you downgrade the firmware.

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