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Polycom IP6000 mute lights not working

Occasional Visitor

Polycom IP6000 mute lights not working

The mute button works as far as muting the voices but the red lights do not illuminate.  I went through all of the settings to see if there was a toggle to turn off/on but could not find anything.

 

Any thoughts or direction on how to make them illuminate?

Message 1 of 12
11 REPLIES 11
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Polycom Employee & Community Manager

Re: Polycom IP6000 mute lights not working

Hello skirk,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

In addition is this with the main phone or any extension microphones only?


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 12
Occasional Visitor

Re: Polycom IP6000 mute lights not working

I am also having this issue now on a Trio 8800. Has anyone seen a resolution to this problem?

 

Phone Information

Phone Model Trio 8800

Part Number 3111-65290-001 Rev:A

MAC Address 00:04:F2:FF:BA:F2

Wi-Fi MAC Address00:04:F2:FF:BA:F3

Bluetooth MAC Address00:04:F2:FF:BA:F4IP

Address10.100.6.22

UC Software Version5.5.3.3517

Updater Signature Release

System Name Upstairs La Porte Conf

Message 3 of 12
Polycom Employee & Community Manager

Re: Polycom IP6000 mute lights not working

Hello @Hulltech,

welcome to the Polycom Community.

The Trio is based on a completely different hardware platform than the SSIP 6000 which the original poster used.

 

Is this a day 1 issue as the WESTCON GROUP EUROPEAN OPERATIONS LTD sold this unit back in 30/03/2017 ?


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 12
Occasional Visitor

Re: Polycom IP6000 mute lights not working

It is a day one problem. We just purchased the phone.

Like others, the lights work at boot up but do not work otherwise.
Message 5 of 12
Occasional Advisor

Re: Polycom IP6000 mute lights not working

Same issue here. 

The lights work but will not illuminate when the mute button is pressed. 

Polycom SoundStation IP6000

UC Software version 4.0.8.1972

BootROM Software Version 5.0.8.0935

 

I've tried updating to the 4.10 and 4.12 Software vesion but the same issue persists 

 

Message 6 of 12
Polycom Employee & Community Manager

Re: Polycom IP6000 mute lights not working

Hello @dspangler,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

First of all UC Software 4.0.14 is the currently latest and should be utilized.

 

  • In addition is this with a SoundStation using external microphones?
  • Is this a day one issue or did this suddenly start?

Please provide answers to this and the minimum basic information so we can attempt and help you.

 

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 12
Occasional Advisor

Re: Polycom IP6000 mute lights not working

Hi Steffen, 

I've tried updating the software to  4.0.14 and the issues persisted.

Yes this is a day 1 issue,phone works perfectly fine with the exception of the lights when you use the mute button. 

Not using any external microphones

 

Polycom Soundstation IP6000

UC Software version(now): 4.0.14.0987

BootROM Software Version: 5.0.12.0033

Call Platform: openSIP

No Additional Polycom Infrastructure

 

Let me know if you need any other information 

Message 8 of 12
Polycom Employee & Community Manager

Re: Polycom IP6000 mute lights not working

Hello @dspangler,

 

The next step would be opening a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

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

If the unit is no longer within 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

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 9 of 12
Occasional Advisor

Re: Polycom IP6000 mute lights not working

Sure the serial # is 64167f05e2fa

Message 10 of 12