SoundStation 2W Base Registration Issues

JasonLav
Occasional Visitor

SoundStation 2W Base Registration Issues

I have a SoundStation 2W base and console purchased as a pair. The console broke, so I purchased a replacement console. I am attempting to pair the old base with the new console, but encountering issues.

 

The console is running CVM 1.85. I attempt to register the two by meticulously adhering to the instructions (select register on console, power cycle base, hold in paging button, etc). However, the console keeps flashing between "Please wait ..." and "No Signal." I have attempted the registration numerous times without success. I was able to connect/register my old console to the same base. I have tried rebooting; that did not resolve the issue.

 

I have noticed some peculiar behavior with this new console.

 

1. The signal bars on the console keep bouncing between full signal, and no signal even when the device is inches from the base.

 

2. Looking at the Registration info, the "BASE" is "UNAVAILABLE" but occasionally flashes "FFFFFFFFFF." The occasional flashes may correspond with the bouncing between full signal and no signal.

 

3. Looking at the System Information, the "CVM" value is "1.85", but occasionally flashes "UNAVAILABLE." As with the registration BASE value, the timing appears to correspond with the bouncing between full signal and no signal.

 

Any insight or suggestions would be greatly appreciated. If additional information or troubleshooting is required, please let me know.

 

 

 

Message 1 of 10
9 REPLIES 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation 2W Base Registration Issues

Hello Jason,

welcome to the Polycom Community.

I would attempt to flash the software from => here <= again and follow through the registration process. If this still does not pair the Unit then it is faulty and cannot be recovered in the field.

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

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

If official support is required please check how to phone or open a case here

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 10
JasonLav
Occasional Visitor

Re: SoundStation 2W Base Registration Issues

"...to flash the software..."

 

Am I correct in assuming I should restore the device to factory settings and attempt to upgrade it?

Message 3 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation 2W Base Registration Issues

Hello ,

just follow the instructions to flash the software.


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

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

If official support is required please check how to phone or open a case here

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 10
JasonLav
Occasional Visitor

Re: SoundStation 2W Base Registration Issues

If this link was to a tutorial of how to Flash the software, that would make sense, but this link just takes me to a page with all instructions for the SoundStation 2W and the terminology is unclear. I am unfamiliar with the term "Flash" in reference to software. Please answer the question directly.

 

The word "Flash" does not exist on that page. It only exists several times in the user manual and references items I believe to be completely unrelated to this issue.

Message 5 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: SoundStation 2W Base Registration Issues

Hello,

 

flashing is a common terminology for installing / re-installing the software.

 

Please download the correct version of software (based on you operating system) and install the software again.

 

Best Regards

 

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 6 of 10
JasonLav
Occasional Visitor

Re: SoundStation 2W Base Registration Issues

I attempted to upgrade the software on the device. I tried it multiple times on two different systems (one running Vista, one running Windows 7) and encountered the same upgrade problem:

 

If I go into the menu on the console and select “Upgrade Software” (computer connected, software started, etc), it does not appear to upgrade it. The process begins, proceeds to “Step 2 of 6 – Upgrading SoundStation2W firmware…” and never gets to step 3.  In one instance, I waited over an hour, yet no errors appear. Download progress bar does not change either. The console screen reads “Please Start PC Upgrade Application,” unsure if the console screen should change.  I tried rebooting the console as well; that did not make any difference. In fact, if I fail to set the console into upgrade mode I get identical, failed results. Seems as if the console and computer are not communicating properly. Sometimes it doesn’t even get to step 2; it seems very inconsistent.

 

If I hold the mute button as the software program says, click upgrade, and release the mute button, it downloads and gets to step 3. However, at the end of step 3 it says “Error SoundStation2W detection failed.”

Message 7 of 10
JasonLav
Occasional Visitor

Re: SoundStation 2W Base Registration Issues

Also, once or twice I got to this other popup that had two options:

 

1. If LCD displays "Erase complete, waiting for new Image" then BootROM Upgrade

2. If LCD displays "SoundStation 2W USB Download. Ready to start download" then Application upgrade.

 

Screen said neither. Screen still read "Please start PC Upgrade Application"

Message 8 of 10
Kendo
Polycom Employee

Re: SoundStation 2W Base Registration Issues

Jason,  the base unit and the console are a frequency matched pair.  You mentioned replacing only the console unit.

The base and console must be replaced as a set.  You need to be sure that the serial number on the base matches the serial number on the console, 

Ken
Polycom
Sr. Product Support Technician
Message 9 of 10
Brain2000
Occasional Visitor

Re: SoundStation 2W Base Registration Issues

I have a few sets with were purchased brand new and have mismatched serial numbers, but they still work just fine.  Unless you meant a specific portion of the model number?  If so, how can you tell?  I thought there were 1.9 and 2.4GHz and those had to match.

Message 10 of 10