Troubleshooting
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Factory Restore
If the Polycom HDX system will not start up or develops serious problems
after a software update, you can use the restore button to restart the system
with its original factory software. This operation completely erases the
system’s flash memory and reinstalls the original factory software.
The following items are not saved:
• Software updates
• All system settings including option keys and the remote control channel
ID
• Directory entries
• CDR data and logs
To reset the system to its original factory software using the restore button:
1. While the system is powered off, press and hold the restore button.
2. While holding the restore button, press the power button once.
3. Keep holding the restore button for 5 more seconds, then release it.
The system displays the Polycom startup screen for a few minutes while it
restores the original factory software, then displays the startup wizard.
How to Contact Technical Support
If you are not able to make test calls successfully and you have verified that the
equipment is installed and set up correctly, contact your Polycom distributor
or Polycom Technical Support.
To contact Polycom Technical Support, go to www.polycom.com/support.
Enter the following information, then ask a question or describe the problem.
This information helps us to respond faster to your issue:
• The 14-digit serial number from the System Information screen or the back
of the system
• The software version (from the home screen, select System > System
Information)
• Information about your network
• Troubleshooting steps you have already tried
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