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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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‎05-29-2018 02:02 PM

HP Recommended

I have a vvx 410 phone that does not recognize an expansion module (2201-46300-01). I have tried this module in other phones and if it works. The phone I have installed the latest firmware version available and I tested with the same firmware that other phones have exactly the same. is currently operating with version 5.4.0.10182. I need this phone to work with this module but it does not matter anymore what to try. I await your response Thank you

5 REPLIES 5

‎05-30-2018 02:51 AM

HP Recommended

Hello @JorgeQuiroz,

welcome to the Polycom Community.

 

UC Software 5.4.0 is no longer a current software so please test this using UC Software 5.7.2

A similar case was discussed => here <= so please check this and provide details as the units MAC address etc and if this is a brand new unit or any difference between the working and non working.

 

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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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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‎05-30-2018 08:07 AM

HP Recommended 
Hello,
I had already tried the recommended version, however I installed it again but it still does not work. the answer of the post indicated does not work and I had already tried it but I have exactly the same problem. When I connect the module they turn on all the red lights, green lights and then turn them off.

Phone information
Phone model VVX 410
Part number 3111-46162-001 Rev: A
MAC address 00: 04: F2: 6F: C7: 4A
IPv4 IP mode
IP Address 172.20.12.145
Software version UC 5.7.2.1277
Updater version 5.9.2.1208

It should be noted that this phone worked with another similar keypad and a few weeks ago it failed
app.log
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‎05-30-2018 08:19 AM

HP Recommended

Hello @JorgeQuiroz,

I am not aware of a way to disable the EM via a configuration other than using the device.em.power parameter.

 

There are no EM related Log messages in the log and as you are most likely using the originally supplied cable between the phone and the EM I would assume this to work.

 

The VVX in question was sold via Nexsys de chile SA back in 18/04/2017 so you should just be in warranty.

 

Contact them for an RMA.

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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
Was this reply helpful? Yes No

‎06-12-2018 11:50 AM

HP Recommended

Manage the guarantee with the supplier but they indicate that it is expired, you could indicate the validity of this please or tell me your I can manage the warranty directly with the manufacturer

Was this reply helpful? Yes No

‎06-12-2018 12:03 PM

HP Recommended

Hello @JorgeQuiroz,

Usually warranty is 1 year but as the unit was shipped at the below date to the reseller and the time until it reached you was most likely a difference. We usually honor 1 year + 3 months


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

 

I am unsure who you purchased this from so please check your paperwork for the date.


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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
Was this reply helpful? Yes No
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