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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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We are using VVX 450 and have successfully provisioned via Zoom Phone.  However, when I plug in the Expansion Module (EM50) it causes the VVX 450 to get into a bootloop.  If I unplug the EM it boots fine and is working.  The current software version of the phone is 5.9.3.9694.

3 REPLIES 3
HP Recommended

Hello @NickY ,

 

Welcome to the Poly Community.

It could be as simple that Zoom phone provisioning is disabling the Expansion Module. I would start with a currently supported version i.e. UC Software 6.3.1 or 6.2.1 or if you have to stay on 5.9 use 5.9.6

 

The next step then would be sharing some logs of the phone if this is possible.

 

If this fails the next step would be contacting support.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Thanks for the reply.  I go to the Configuration Web UI -> Utilities -> Software Upgrade.  I tried both the latest available software version (6.3.1) and clicked Install and the phone went through its reboot cycle but never updated.  I then tried to install 5.9.6.2996 and it went through several reboots and looked to update, but after the last update it went back to 5.9.3.9694.   When I click the Check for Updates the version that shows by default in the "Software available at Polycom Hosted server" is 5.8.0.13851J.  The only 5.9.3 that I see in the dropdown is 5.9.3.2857 (last one listed in red).  

 

HP Recommended

Hello @NickY ,

 

Zoom may control what software is available on the phone and therefore overwriting what you provision locally. I can only ask you to work with Zoom Support on this.


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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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