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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

I have a VVX 411 phone and the numbers 1,2,3 stopped working on the keypad. UC Software version is 5.6.0.20009.  I've run the Diagnositcs tool, and they are not being recognized.  The phone is about 1 year old, and in an office setting.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @nbroughton ,

 

Welcome to the Poly Community.


Most likely this would need an RMA. Not knowing the Phones environment it is being used in.

 

Please provide the MAC address of the unit so we can look up the reseller.

 

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

Best Regards

Steffen Baier

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

View solution in original post

7 REPLIES 7
HP Recommended

Hello @nbroughton ,

 

Welcome to the Poly Community.


Most likely this would need an RMA. Not knowing the Phones environment it is being used in.

 

Please provide the MAC address of the unit so we can look up the reseller.

 

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

Best Regards

Steffen Baier

------------------------------------------------
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
HP Recommended

MAC: 64:16:7F:44:FC:B9

 

As mentioned, it is in an office environment, never has been moved.  We have about 20 more of these phones, none of them have this issue.

 

Thanks.

HP Recommended

As of a few minutes ago, the unit's keypad started working again.  

 

Thanks for any help you may have provided.

HP Recommended

My phone is a VVX 401 not 411 but I'm having the same issue as well. On my keypad:

 

Softkey3

Dialpad3

Dialpad6

Dialpad9

DialpadPound

 

Aren't working. My MAC address is: 64167F25BE25

HP Recommended

I probably should mention that I ran the diagnostics tool and it confirms those buttons aren't working. I work in an office enviroment with a total of 4 lines. No one else is having this issue.

HP Recommended

Well looks like the issue has cropped back up again on the same phone.  As well, now another phone's buttons 4,5,6 and the down arrow on the D-Pad are not working. 

 

Is there a known issue with these?

HP Recommended

Hello @nbroughton ,

 

Welcome back to the Poly Community.

Based on the Mac you previously posted WESTCON-CANADA sold the other unit back in 10/07/2018

End Customers are usually unable to open a ticket directly with Poly 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

------------------------------------------------
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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.