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Polycom VVX Stuck at front screen

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Occasional Advisor

Polycom VVX Stuck at front screen

my polycom vvx 1500 will not load when it is plugged in, it is stuck at the initial Polycom screen with the DND, Headset, Sp Phone, and Mute buttons illuminated.  I have tried all the general unplugging the phone for 30 minutes and plugging it back in but i do not know what else to try since i cannot get into any of the loading screens.  I have also tried different switch ports and a different cable but the phone still does not load and there is not any ethernet activity.

 

thank you in advance

 

 

 

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Polycom VVX Stuck at front screen

Hello jeffbrux,

 

  • has this unit worked before ?
  • Is there any activity on the Screen or just the LED's ?

 

If there is no screen activity and you are sure the PoE or power supply is working then you can only RMA the unit.


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: 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
Message 2 of 6
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Occasional Visitor

Re: Polycom VVX Stuck at front screen

Hello everyone,

 

I have exactly the same problem in a VVX 1500, I upgraded the phone from Sip 3.3.5 to UC 5.2.0, after the reboot the phone stuck with the polycom logo on the screen and the keyboard buttons with leds on it "on". It doesn't do anything, the last record in the FTP log is the phone dowloading the sip.ld image.

 

Is there anything I can try?

 

Thanks in advance

Message 3 of 6
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Occasional Visitor

Re: Polycom VVX Stuck at front screen

Hi rafuchoucv,

 

Did you ever managed to get this issue solved?

 

I am sitting with exactly the same problem.

Ran the web interfaces upgrade to UC5.2 and the phone is stuck on the initial boot screen with the DND, Mute, SP Phone and Headset buttons illuminated.

 

Thanks

Message 4 of 6
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Polycom Employee & Community Manager

Re: Polycom VVX Stuck at front screen

Hello Jacquesbth,

welcome to the Polycom Community.

The Polycom Support Page has clear instructions for any VVX 1500 Upgrade:

 

Before deploying UCS 5.2.0 or Later to VVX 1500 – Please carefully go through the instructions inTechnical Bulletin 695


If the above was not done the unit is now in a state that an End Customer cannot recover and a RMA is required.


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

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

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
Message 5 of 6
Occasional Advisor

Re: Polycom VVX Stuck at front screen

Dear;

You managed to solve the above mentioned problem because I have the same problem and the equipment is no longer under warranty, in order to perform an RMA.

Message 6 of 6