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VVX 411 won't boot following software upgrade - Black screen

Occasional Visitor

VVX 411 won't boot following software upgrade - Black screen

Good afternoon,


I have just attempted to upgrade a VVX 411 from version to


The phone rebooted, showed a blank white screen for a brief moment, then just sits at a black screen.


The "Message Waiting Indicator" and "Mute Key" are both illuminated solid red, whilst the "Headset Key" and "Speakerphone Key" are both illumiated solid green.


Is this phone now bricked, or is there a way of recovering from this?


Thank you.

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Polycom Employee & Community Manager

Re: VVX 411 won't boot following software upgrade - Black screen

Hello @Chrispm ,


Welcome to the Poly Community.

How did you update the unit? Did you use a local provisioning server or the built-in facility via the Web Interface? Was there ever a loss of power?


I am not aware of any methods an end-user could utilize to recover the unit if an upgrade has gone wrong and only our support team may be able to help.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

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.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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
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