HDX 4500's Reboot


HDX 4500's Reboot

Hi all,


I am wondering if anyone can assist or has experienced the same above issue?

We have had numerous codecs worldwide that seem fine and then after about 1 month start to reboot.

The symptoms then happen more and more frequently until finally the codec will factory default or worse still stop working completely. We have already RMA'ed a number of these and on 1 site had to replace the same codec 4 times now!

We have checked everything from LAN to electric circuits, placed a UPS before the codec, replaced the UPS, had electricians out, moved the codecs to different rooms, sites and  even countries all with the same result?


Please could anyone let me know if they have experienced the same or if there is a known issue with these codecs?


Many thanks

Message 1 of 3
Polycom Employee & Community Manager

Re: HDX 4500's Reboot

Hello Gekko,

welcome to the Polycom Community.

Did you actually work with Polycom support on these units or did the reseller just RMA these?

Did you ever supply Polycom support a support package and what Software Version are these codecs on?

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.


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 3

Re: HDX 4500's Reboot

Hi there Steffen,


Thanks for the reply.

Yes support packages and log files etc were all supplied for the RMA's.

Codecs have been on versions 3 through to 3.05.

We did work with the Polycom support guys as we are the distributors for Polycom and had tickets logged but unfortunately the only solution it seems was to replace the codecs.



Message 3 of 3