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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hi friends.

Poly vvx phone is Frozen when I tried to upgrade the software . Now I can not access as it is Frozen at this stages 

All LEDs are ON and no button working.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @Syed Shahab Ali ,

 

Welcome back to the Poly Community.


You have not provided us with information on what previous software versions was installed prior to the upgrade. Neither do we know what software version you tried to upgrade to or what method was used. We have no logs to look at either.

 

If you tried to reboot this yet most likely somehow the upgrade process was interrupted (I have never managed this in my 13 year time with Poly) and therefore the phone is defective.

 

Where did the unit come from?


If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

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

View solution in original post

2 REPLIES 2
HP Recommended

Hello @Syed Shahab Ali ,

 

Welcome back to the Poly Community.


You have not provided us with information on what previous software versions was installed prior to the upgrade. Neither do we know what software version you tried to upgrade to or what method was used. We have no logs to look at either.

 

If you tried to reboot this yet most likely somehow the upgrade process was interrupted (I have never managed this in my 13 year time with Poly) and therefore the phone is defective.

 

Where did the unit come from?


If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

------------------------------------------------
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
HP Recommended

the unit is taken back by the End customer and no longer needed the support

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