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SoundPoint IP 550 completely locked up.

Occasional Visitor

SoundPoint IP 550 completely locked up.

I've been searching for a solution for a while now, so I don't think a solution has been previously posted for this problem.


I have a SoundPoint IP 550 that is completely locked up.  On boot, the screen backlight turns on and all lights light up (except for the top-most programmable key on the upper left of the phone).  There are no messages on the LCD screen, no sounds, none of the lights blink and it just sits in this state indefinitely.  It's not that a message shows on the screen and then the phone goes blank; it's that the screen starts out and stays with no pixels on the LCD lit up.  It doesn't acquire an IP address from my DHCP server, so I can't access it over the web interface either.  


This happened randomly to this one phone (I have about 100 others that work fine).  It wasn't droppedI wasn't updating the firmware or configuration filesand there's no cracks or other external damage.


I've tried booting without the handset, network, or anything other than power connected, but it doesn't change anything.  I've tried rebooting with the reset key-combo (4,6,8,*) but this makes no difference.  


Does anyone have any ideas on how to get past this?  The phone is long out of warranty.


Thank you,

    Bill Daly

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Polycom Employee & Community Manager

Re: SoundPoint IP 550 completely locked up.

Hello Bill,

welcome to the Polycom Community.

This sounds like a defective unit and only the official RMA process would get this back or exchanged as this sounds like a non field recoverable issue.


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

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
Message 2 of 2