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Poly vvx phone frozen

SOLVED
Syed Shahab Ali
Occasional Contributor

Poly vvx phone frozen

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
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly vvx phone frozen

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

----------------
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. All posts and words are my own & do not represent the views of Employer.

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

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

View solution in original post

Message 2 of 3
2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly vvx phone frozen

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

----------------
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. All posts and words are my own & do not represent the views of Employer.

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

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

View solution in original post

Message 2 of 3
Syed Shahab Ali
Occasional Contributor

Re: Poly vvx phone frozen

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

Message 3 of 3