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SoundStation IP 7000 hard reset

bigfish
Advisor

SoundStation IP 7000 hard reset

Hi, I have a SoundStation IP 7000 conference phone that get stuck at the Polycom logo when booting up and it doesn't go any further.  How can I hard reset the phone?

 

Shawn

Message 1 of 9
8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 7000 hard reset

Hello Shawn,

 

the only reset whilst the phone is in the countdown mode is described as multiple key combination in the admin guide.

 

Best regards

 

Steffen Baier

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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 9
bigfish
Advisor

Re: SoundStation IP 7000 hard reset

Hi Steffen, thanks for your reply.  I tried the following, but did not work:

- Press and hold the 1, 3, 5, 7 dial pad keys in combination.

 

Like I said, Polycom logo is the only thing the phone shows, and no softkeys.  Do you have other suggestions?  Is the phone completely dead at this point?

 

Shawn

 

 

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 7000 hard reset

Hello,

 

please liaise with your Polycom reseller.

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 4 of 9
Sam O.
Advisor

Re: SoundStation IP 7000 hard reset

Hey Big Fish,

 

Did you ever find a solution for this or did you have to contact your reseller?  I've got 3 IP7000 phones in the same condition.  They just sit at the Polycom logo, red mute lights on, and don't respond to key presses.

 

-Sam

Message 5 of 9
pstiffarm
Occasional Visitor

Re: SoundStation IP 7000 hard reset

Have you had any luck with this issue?  My IP 7000 is doing the same thing.

Message 6 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 7000 hard reset

Hello pstiffarm,

welcome to the Polycom Community.

Thank you for resurrecting this nearly 4 year old post. Please follow this up as already advised with your Polycom reseller.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7 of 9
lexbeeguy
Occasional Visitor

Re: SoundStation IP 7000 hard reset

I have the same issue with one of my IP7000's (we have 3).  Another one has the problem of three red LEDs lit with a lit blank screen.  Both of these phones have been handled well, so cannot blame bad usage.  This second unit stopped working after I unplugged it and moved it to a new location.

 

I am shocked at the apparent low level of quality control or bad design where there is no way to recitfy these situations on our own.  We will NEVER buy another Polycom product again as thiese are the third and fourth phones we have had these kinds of problems with.  When they work, they work well, but after the warranty expires, they basically become paperweights.   Our small company has had so many issues with these phones (75% failure rate), how can Polycom still sell these as they are without making some changes?  No wonder the warranty is so limited.

 

The units in question have the MACs of 0004F2E618CC and 0004F2F95AF2.  

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation IP 7000 hard reset

Hello @lexbeeguy ,

 

Welcome to the Poly Community.

 

As you can hopefully see this post originated in 2012.

 

Regarding the quality control or design, your unit 0004F2E618CC was sold back in 14/09/2009. You or the original owner had this for nearly 10 years.

 

The 0004F2F95AF2 was sold back in 16/12/2014 and again I am not sure if you are the 1st owner as my records point to an organisation not associated with the Email used for your account

 

We are unaware if you are the first owner or what type of environment these are being used.

 

  • Have they moved around a lot?
  • What Software Version was installed?

From a manufacturing point of view, we provide the usual 1-year warranty and the rest is the reseller's responsibility.

 

We do offer RMA's after this time period. We do no longer sell the SSIP7000 as of 01/07/2019 due Poly introducing the new Poly Trio 8300 completing the already existing Poly Trio 8500 and 8800.

 

The failure rate you have experienced is in no way a comparison in the overall picture as the community would be full of post's complaining about our products.


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 9 of 9