Polycom Lost Power

NextjumpRS
Advisor

Polycom Lost Power

my polycom HDX 8000 lost power and after it powers up i am unable to do anything, the remote is not working either. please see attached.

 

any help is appreciated

Message 1 of 6
5 REPLIES 5
Video EP PLM
Trusted Contributor

Re: Polycom Lost Power

That is showing an OOB (Out Of Box) screen.  That means your system has reverted to the factory restore software.  It also shows no IP connection.  Once the IP connection is up you can use the web UI to go through the OOB. 

 

If you can get the camera working, is it powered from the codec or using a separate power supply, then you can do the OOB from the embedded UI.

 

You should follow the prompts and then reload the profile and directory backups and make sure it is up to date on the current software load (3.1.4).

 

You should get the logs from the system and call your service provider and open a ticket with them to see what was the cause, if it can be determined.

 

You should get the logs prior to loading the new software.

Message 2 of 6
NextjumpRS
Advisor

Re: Polycom Lost Power

its been up for 24 hours and not getting an ip. also it does not recodnize the remote anymore, i attached the eagleeye camera but i don't have a seperate power supply for it.

 

is their any way i can maybe attach a keyboard to it or any other input source?

Message 3 of 6
Video EP PLM
Trusted Contributor

Re: Polycom Lost Power

The camera is the only source of IR receiver on the HDX 6000, 7000 and 8000.  You should call Polycom service for futher assistance.

Message 4 of 6
NextjumpRS
Advisor

Re: Polycom Lost Power

we are out of warranty, i doubt they would help

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Lost Power

Hello NextjumpRS,

welcome to the Polycom Community.

 

Being out of warranty simply means you are no longer entitled to free support. This is the same with a car being out of warranty.

 

The remote no longer working for the HDX may be simply the remote being setup to a different channel. You can check this against the HDX admin Guide.

 

In order to determine why the unit is not requesting a IP address or it seems it is not doing so you would need to setup a spanned network port and monitor the connectivity.

 

Simply contact our support team or your Polycom reseller and they will be able to explain your options.


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

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

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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.

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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.
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Message 6 of 6