Solved: IP 650 Expansion Module Very Low Contrast

srt · ‎02-02-2015

I am running UC Software 4.0.7 on an IP 650 and connected a Polycom SoundPoint IP Backlit Expansion Module.

The module is powered, boots up and shows the contacts but has very low contrast and can barely be read. The contrast cannot be adjusted using the phone menu. The problem occurs with and without backlight (see images below).

http://www.stefan.de/tmp/ip650_expansion.jpg

http://www.stefan.de/tmp/ip650_expansion_backlit.jpg

I have tried this setup with three different IP 650 phones and two different expansion modules.

SteffenBaierUK · ‎02-04-2015

Hello srt,

as already discussed via Email I was mistaken and there is actually a contrast option on the module itself.

Please see the below illustration:

On the phone press 'Menu' then Select 'Settings' > 'Basic' > 'Contrast'

The above will be displayed for the main phone and each attached module and can be individually adjusted.

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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections

View solution in original post

SteffenBaierUK · ‎02-02-2015

Hello srt,

welcome back to the Polycom Community.

A few questions:

Are these new modules or older modules ?
Did this ever work ?
Is the phone powered via PoE or local Power Supply?

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

srt · ‎02-02-2015

Hey Steffen,

Thanks for your quick reply. Both modules are new.

Regarding your questions:

The one I am currently testing is from 09/2014 (the other one has already been returned because I assumed a hardware defect).
It has never worked.
The phones are usually powered via PoE but I used a power brick for direct power supply for one of the phones to make sure the issue is not caused by that.

srt · ‎02-04-2015

In the meantime I have updated to 4.0.8 without any difference.

Is it possible that both expansion modules are defect?

SteffenBaierUK · ‎02-04-2015

Hello srt,

thsi would be highly unlikely but we would need to get these units back into our Lab. Your reseller should be able to contact our support Team and no use the official RMA as these would be returned to the factory.

Please make the reseller aware of this post so they can arrange this with support.

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

srt · ‎02-04-2015

Thanks for your reply.

I can return the device to the reseller but I doubt they will take any extra route to handle this.

Are there any other options like sending it directly to your lab?

Best regards,

Stefan

SteffenBaierUK · ‎02-04-2015

Hello srt,

as already discussed via Email I was mistaken and there is actually a contrast option on the module itself.

Please see the below illustration:

On the phone press 'Menu' then Select 'Settings' > 'Basic' > 'Contrast'

The above will be displayed for the main phone and each attached module and can be individually adjusted.

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

srt · ‎02-04-2015

Thank you very much, this solved my problem! The default contrast was so low that I missed these buttons on the module.

If you want to further improve the customer experience you could

change the default to contrast from max. low to average
update the soundpoint_ip_backlit_expansion_module_user_guide.pdf so that it includes the second image as well and makes it clear that the contrast level is adjusted on the modules itself

IP 650 Expansion Module Very Low Contrast

IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast

Re: IP 650 Expansion Module Very Low Contrast