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VVX 411 Keypad not working

SOLVED
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Visitor

VVX 411 Keypad not working

I have a VVX 411 phone and the numbers 1,2,3 stopped working on the keypad. UC Software version is 5.6.0.20009.  I've run the Diagnositcs tool, and they are not being recognized.  The phone is about 1 year old, and in an office setting.

Message 1 of 8
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: VVX 411 Keypad not working

Hello @nbroughton ,

 

Welcome to the Poly Community.


Most likely this would need an RMA. Not knowing the Phones environment it is being used in.

 

Please provide the MAC address of the unit so we can look up the 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

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

View solution in original post

Message 2 of 8
7 REPLIES 7
Highlighted
Polycom Employee & Community Manager

Re: VVX 411 Keypad not working

Hello @nbroughton ,

 

Welcome to the Poly Community.


Most likely this would need an RMA. Not knowing the Phones environment it is being used in.

 

Please provide the MAC address of the unit so we can look up the 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

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

View solution in original post

Message 2 of 8
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Visitor

Re: VVX 411 Keypad not working

MAC: 64:16:7F:44:FC:B9

 

As mentioned, it is in an office environment, never has been moved.  We have about 20 more of these phones, none of them have this issue.

 

Thanks.

Message 3 of 8
Highlighted
Visitor

Re: VVX 411 Keypad not working

As of a few minutes ago, the unit's keypad started working again.  

 

Thanks for any help you may have provided.

Message 4 of 8
Highlighted
Occasional Visitor

Re: VVX 411 Keypad not working

My phone is a VVX 401 not 411 but I'm having the same issue as well. On my keypad:

 

Softkey3

Dialpad3

Dialpad6

Dialpad9

DialpadPound

 

Aren't working. My MAC address is: 64167F25BE25

Message 5 of 8
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Occasional Visitor

Re: VVX 411 Keypad not working

I probably should mention that I ran the diagnostics tool and it confirms those buttons aren't working. I work in an office enviroment with a total of 4 lines. No one else is having this issue.

Message 6 of 8
Highlighted
Visitor

Re: VVX 411 Keypad not working

Well looks like the issue has cropped back up again on the same phone.  As well, now another phone's buttons 4,5,6 and the down arrow on the D-Pad are not working. 

 

Is there a known issue with these?

Message 7 of 8
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Polycom Employee & Community Manager

Re: VVX 411 Keypad not working

Hello @nbroughton ,

 

Welcome back to the Poly Community.

Based on the Mac you previously posted WESTCON-CANADA sold the other unit back in 10/07/2018

End Customers are usually unable to open a ticket directly with Poly support.

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 8 of 8