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SoundStation IP 6000 won't power on

Hania
Occasional Visitor

Re: SoundStation IP 6000 won't power on

do you mean somone will call me regarding the tickets?

 

I don't know who is our reseller?? as the person in charge left the company from 2 years!! and the problem is only 2 months!!

 

Any other suggesting???

 

Thanks

Message 11 of 40
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 6000 won't power on

Hello Hania,

the unit is most likely defective and since it was sold back in 2010 more than 3 years out of warranty.

 

The only option is an RMA.


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 12 of 40
AVGuy
Regular Visitor

Re: SoundStation IP 6000 won't power on

I'm having the same problem with 20+ IP6000 phones. Some of them have recovered from the situation (varying from 5minutes to to a few hours). However, even if this might be a "small scale" problem to Polycom, it is not to me. 20+ of these suddenly dying on me is not fun at all.
Message 13 of 40
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 6000 won't power on

Hello AVguy,

welcome to the Polycom Community.

We do not see this as a small scale issue but we require to follow certain procedures.

 

A start could be to contact me via the community mail and provide me with the MAC addresses of these 20 units so I can look this up internally and work with the relevant product manager to get some of these back into Polycom so we can check these.

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 14 of 40
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 6000 won't power on

Hello Polycom Community,

Just to keep this post updated and as a follow up, I am not aware of any end user having shipped their units back to Polycom for investigation.

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 15 of 40
pesto
Frequent Visitor

Re: SoundStation IP 6000 won't power on

Same problem here, suddenly all our Polycom IP 6000 didn't start any more. All 3 red lights are on, nothing on the display.
Message 16 of 40
orbos86
Occasional Visitor

Re: SoundStation IP 6000 won't power on

Having the same problem. It's EXTREMELY frustrating and so far everything I've read about on these forums has been nothing helpful at all. The three lights at the top will just blink and nothing will load. This happens on both POE and with the POE Injector Power Supply that came with the unit. 

 

SN: 0004F2EC2B05

 

Is there anything that we as product owners can do? Without having to send a unit in for RMA. Please advise.

 


 

Message 17 of 40
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 6000 won't power on

Hello orbos86,

welcome to the Polycom Community.

The Unit was purchased via SCANSOURCE COMMUNICATIONS back in 10/06/2011 so it is nearly 5 years old.

 

Whilst it should not die at this age the warranty is long gone.

 

I can see someone from your organisation tried to raise a ticket (1-490173841) for this back in early February 2016 claiming they purchased the unit as new but required to factory reset it. This makes me believe the unit at that stage worked.

 

Now you posting that a month later the nearly 5 year old unit is defective.

 

Can you provide more details about this 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

----------------
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 18 of 40
orbos86
Occasional Visitor

Re: SoundStation IP 6000 won't power on

Well that is very strange. I know it wasn't me that made the ticket and I'm sort of in charge of all the phones and such here. How peculiar. It is definitely not a NEW phone.  

 

The thing is, sometimes it DOES work. About fifteen minute ago I plugged it into the POE injector that comes with em, and it did a solid red light this time with nothing on the screen. I pressed 467* and it booted up! Then I tested without the injector and it no longer booted and did the flashing red lights. Is this saying it's not getting the proper amount of power?

Message 19 of 40
aarqawi
Occasional Visitor

Re: SoundStation IP 6000 won't power on

Were seeing the issue with multiple Polycom IP6000 phones (5 verified thus far). In particular when connected to a Cisco 2960 X switches. If we connect the phone directly to the switch using a short ethernet cable, the phone will never power up. It will keep blinking. Looking at the switch 

 

When looking at the switch it shows the following and just keeps going in that cycle.

 

Apr 28 2016 11:21:50.035 EDT: %ILPOWER-5-POWER_GRANTED: Interface Gi5/0/34: Power granted
Apr 28 2016 11:21:50.674 EDT: %ILPOWER-5-IEEE_DISCONNECT: Interface Gi5/0/34: PD removed
Apr 28 2016 11:21:51.978 EDT: %ILPOWER-7-DETECT: Interface Gi5/0/34: Power Device detected: IEEE PD
Apr 28 2016 11:21:53.397 EDT: %ILPOWER-5-POWER_GRANTED: Interface Gi5/0/34: Power granted
Apr 28 2016 11:21:53.607 EDT: %ILPOWER-5-IEEE_DISCONNECT: Interface Gi5/0/34: PD removed

 

If I connect the phone using a long ethernet run, the phone will power up just fine. it seems as the phone is sending/requesting way too much power as it boots up and will not boot up if its a short distance from the switch.

 

We currently have over 7000 polycom phones on our network that range from IP335, VVX310, IP670, IP 5000, and IP 7000, and IP6000. Were only seeing this issue with the IP 6000 phones.

 

 

Message 20 of 40