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VVX 600 Touch Screen Stops Responded

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Occasional Contributor

VVX 600 Touch Screen Stops Responded

Hi,

 

We have a client with about 30 new Polycom VVX 601 phones running firmware 6.2.0.3919 

 

We have worked very little with the VVX 601 phones before and usually we are working with the VVX 411 phones. The client is reporting (and we replicated the issue in our own office with a VVX 601) that after a few days of not using the phone, the touch screen becomes unresponsive. The phone otherwise works correctly to answer/receive calls, and when pressing buttons the screen reflects it, but the touch element of the screen is completely dead until the phone is power cycled and then the phone returns to normal.

 

Is this a known hardware or firmware issue? Any ideas what could be causing the problem?

 

Thank you!

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

Re: VVX 600 Touch Screen Stops Responded

Hello @SLATech ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilize the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue, this would need to come into 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.


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

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.

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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
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Occasional Contributor

Re: VVX 600 Touch Screen Stops Responded

Hello,

 

Thank you for your reply. Is there any additional support that can be provided or advice you can provide? We do not have access to Polycom support.

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: VVX 600 Touch Screen Stops Responded

llo @SLATech 

 

I would assume these phones have not fallen off the back of a lorry so therefore you have been sold these via a legit method. This means the MAC address will allow us to look up who sold these as they are your Tier 1 support contact. They can open a ticket with us.


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
Message 4 of 4