Plantronics + Polycom. Now together as Poly Logo

Soundstation IP 5000 Freezing

Highlighted
Occasional Visitor

Soundstation IP 5000 Freezing

We just recently purchased a Soundstation IP 5000 and I am trying to do anything with it and it just constantly freezes. AT first I tried to let it do its thing, it freezes at initializing network. So then I tried to edit the menu options. It freezes on me in the menu. I can't get to it via web interface, ftp, nothing. Am I missing something? It shows up on my DHCP server but I can't ping it either. 

Message 1 of 4
3 REPLIES 3
Highlighted
Polycom Employee & Community Manager

Re: Soundstation IP 5000 Freezing

Hello @lcshelite ,

 

Welcome to the Poly Community. Usually, we ask for the below:

Both the communities Must Read First and the 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:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up 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 posts.


Is this a brand new unit? What kind of network is this? Poe or power supply?

 

The quickest way to get support is to open a ticket.


End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

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


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

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 4
Highlighted
Occasional Visitor

Re: Soundstation IP 5000 Freezing

Brand new Unit

Software Version is :4.0.8.1972

Phone Model: Soundstation IP 5000

Call Platform: Digium SIP

SN: 64467F744161

REV 5.0.8.0935

PoE powered, 

After loading application it says app = unknown

 

This happened as soon as I plugged into our network and got power.

Tried doing anything in settings and it just freezes after a few clicks.

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Soundstation IP 5000 Freezing

Hello @lcshelite ,

 

I suggest ou RMA this.

 

Our records show SYNNEX CORPORATION sold this 64167F744161 back in 11/09/2019


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

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 4