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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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‎08-02-2018 07:58 AM

HP Recommended

We have a situation where all the VVX311 phones we deliver to customers have really weird contrast.

Mainly when trying to navigate the call history or the local directory.

The contrast is so low  that we have a hard time seing what line is selected.

 

Device is: PolycomVVX-VVX_311-UA

Application: 5.5.2.9374

 

We tried maxing the contrast setting, but the "selection line" is still hard to see.

Changing the brightness didn't yield improved results.

 

Will the application version change the contrast?

Is there a setting to change the 'darkness' of the selection bar?

 

We are a reseller of Polycom phones.

9 REPLIES 9

‎08-03-2018 05:23 AM

HP Recommended

Hello @IP4B Tech,

welcome to the Polycom Community.

We would need to see this in our support organisation as I am not aware of any similar cases and in order to exclude any manufacturing issues.


In order to raise a support ticket you usually would need to work with your Polycom reseller as they need to do this for you. As you state you are a reseller you should be familiar with the normal escalation process.

If you have no possibility or experience on how to do this 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. This may not be who you purchased the Polycom device from.

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

‎01-05-2019 08:39 AM

HP Recommended

Same problem here just bought some new VVX311 phones. Contrast set at 32, adjusted the backlight up and down as well as off. Nothing seems to help show the grayscale parts of the menu, phone is almost unusable. As you can't see what menu your selecting. 

 

The quality of this screen is much lower than the old IP501 phones from 10 years ago. 

 

Updated to 5.9.0.9.373, same problem. 

 

I think this issue could be fixed with a different menu layout. Remove all of the grayscale and just have two colors. On or Off.

 

Any other ideas how to fix this? 

Was this reply helpful? Yes No

‎01-05-2019 09:44 AM

HP Recommended

Hello @brokenvvx311,

 

welcome to the Polycom Community.

 

I can only give you the same advise as I already given to the original Poster.

 

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

‎01-05-2019 10:00 AM

HP Recommended

Sure, here you go.

64:16:7F:1A:48:24

Was this reply helpful? Yes No

‎01-05-2019 10:33 AM

HP Recommended

Hello @brokenvvx311,

 

SCANSOURCE COMMUNICATIONS sold these units 08/06/2017


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

‎01-05-2019 10:47 AM

HP Recommended

Okay, they sold this item. However they didn't manufacturer it. 

 

Are you suggesting to just return it for another one? This is obviously a poor quality part.

 

How can Polycom stand behind what was once a premium brand? 

Was this reply helpful? Yes No

‎01-05-2019 11:07 AM

HP Recommended

Hello @brokenvvx311,

 

End Customers are unable to open a ticket directly with Polycom support.

 

Based on the MAC I provided you with the details how you can return the units so Polycom support can investigate the claim.

 

Usually I would assume you deal with the person you actually purchased these from.


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

‎01-05-2019 11:19 AM

HP Recommended

Yes, send me details so I can exchange these with ones that have good screens. I have 4 in total.

Was this reply helpful? Yes No

‎01-05-2019 12:01 PM

HP Recommended

Hello @brokenvvx311,

 

your units are over one year old.

 

I already explained you need to either work with who you purchased these from or with Scansource and they can issue an RMA. We should get this units back into Polycom so we can investigate this.


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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