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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎01-11-2017 11:50 AM

HP Recommended

We have 3 phones and they've been working great for a year since we purchased.  All of the sudden, the bluetooth radio in EVERY phone cannot be turned on.  We've been using them with bluetooth headsets since we purchased and now none of them work. 

 

I go to Settings>Basic>Bluetooth Settings>Bluetooth Radio>On

 

It says Turning BT radio on Please wait...  and then it dumps me to the screen where it says 'Bluetooth Radio (Off)...'

 

What is going on?  Was there some sort of software update that killed the Bluetooth capability or is it just a faulty Bluetooth component in the phone?  This is awful as I have sales guys that use their cell phones now because it is the only way to pair their BT headset.  Please help as I've made a case and tech support for Polycom won't answer my questions. 

 

Thanks,

Dean

16 REPLIES 16

‎01-11-2017 11:59 AM

HP Recommended

Hello Dean,


welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Polycom support will only work with trained resellers. For anything else you must open a ticket with your reseller.

 

You can always pay per incident / PPI to work with us directly.

 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-19-2017 12:23 PM

HP Recommended

Dean, we're in the same boat. It just happened randomly on about 10 of our phones (the ones that use BT here). 

 

The only way I could get BT back was to completely factory reset the phone, reprovision and add back the headset. 

 

My carrier told me that software version 5.4.5.6840 was supposed to have resolved this issue, but obviously, it hasn't.

Was this reply helpful? Yes No

‎04-19-2017 12:31 PM

HP Recommended

Hello dchau,

welcome to the Polycom Community.

I can only post the same reply as to the previous poster.

 

If we do not get this officially escalated into Polycom support we cannot root cause this and fix this or change the hardware. 

 

Please open a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-19-2017 01:24 PM

HP Recommended

Thank you. Our phones were purchased from our carrier (8x8). 

 

I've already spend a lot of time with their support and ultimately they deemed that it was something on Polycom's end. 

Was this reply helpful? Yes No

‎04-20-2017 12:35 AM

HP Recommended

Hello dchau,

8x8 should be able to open a support ticket with us but you can still post your MAC so I can check who is responsible for you.

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎05-03-2017 09:34 AM

HP Recommended

deano7 did you get any answer to this? The BT radio stopped working on my phone and so I've replaced the phone and still BT radio wont turn on.

 

BTW support I have the latest version of the software.

 

The IT company who bought the pohnes for us are delaing with you Polycom direct, but I wondered if you would give an online response please.

 

This is really annoying.

Was this reply helpful? Yes No

‎05-03-2017 09:43 AM

HP Recommended

Hello MrJon,

welcome to the Polycom Community.

Could someone posting here please get this into support via the official channel?

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎08-16-2017 07:51 AM

HP Recommended

I just purchesed new phones from VoxOx and they said they don't know how to get my BT to turn on.  Its not even an option under the settings.  

 

I've been working with them for 60 days now and nothing.  They said its a Polycom issue.  

 

How do we get this working? 

Was this reply helpful? Yes No

‎08-16-2017 08:40 AM

HP Recommended

Hello dtessitore,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Usually using a current software you press Home => Settings => Basic => Bluetooth Settings and then enable it.

 

If this option is missing then your provider may have disabled it somehow in your configuration.

 

If you tried this and it does not turn on we are aware of a an issue that is very isolated so please provide us some data and the basic minimum information and then we can try and help you.


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

------------------------------------------------
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
Was this reply helpful? Yes No
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