Polycom Systems
(http://www.polycom.com/collaboration-solutions.html)
The market leader in Collaboration technology - Polycom's innovative and dynamic technologies have kept them ahead of the competition.
Firmware upgrades and when to perform it
Important : you need a valid partner premium contract and a partner login ID to perform a firmware upgrade. Note that the upgrade has to be performed sequentially, eg - 2.5 to 3.0 to 3.1. You will encounter unusual problems if you don't follow this sequence.
Step 1: Download the latest or required firmware version from the Polycom support website - http://support.polycom.com/PolycomService/support/us/support/video/index.html
Step 2: Obtain the license key from the Polycom website (this is when you need a valid partner premium contract and partner login ID with Polycom) -
Login to the Polycom portal and enter the serial number for the unit that needs the upgrade : http://support.polycom.com/PolycomService/licenserequest/registerSingle.htm
(All rights to the Graphical user interface reserved by Polycom)
When you click next the subsequent page will give you the upgrade key code -
Step 3: Open a new Notepad document and save it as "sw_keys". Inside this document use the following format -
U <TAB> Serial number of the unit <TAB> Upgrade key code received from the Polycom website.
Step 4: Save this document and the firmware on the root of a USB drive and connect it to the USB port on your codec. The system will request whether you want to perform the upgrade. If a password is set on the unit you will need to enter it. The default password is the unit's serial number.
Important : Note that if the system shuts down during the firmware upgrade due to a power failure or human errors, the system may fail on you. Ensure that the power supply is stable before performing the upgrade.
Note : that some firmware versions (polycom_hdx_release_3_0_4_20259 and below) are zipped. These zipped files need to be unzipped before it’s loaded onto a USB drive. It is only then that it will be accepted by the system. This concept also applies to Polycom Touch panel firmware upgrades (polycom-venus-platform-1.12.0-20).
When to perform a Firmware upgrade
1) The EagleEye camera system is not responding - there have been occasions where a firmware upgrade resolves this issue. One of my customers had a camera that was intermittently responsive to pan-tilt commands. After changing the power supply and checking the control cable the last resort was to upgrade the firmware from 2.5 to 3.1. This rectified the issue.
2) Video conference calls drops intermittently- the first recommendation provided by Polycom support (assuming you have a valid partner premium with them) is to upgrade the firmware to resolve this problem. However, if this does not work it is most likely a network issue and in rare occasions it can be isolated to a hardware problem. Check the packet loss on the system and if it is high, try changing the network cable and ask the Network team for assistance.
3) EagleEye Director / Producer not responding when SpeakerTrack is activated - this is a very common problem that I have encountered. The SpeakerTrack option may not work perfectly due to a firmware issue or a configuration issue. The configuration aspect of this device is relatively straightforward, so if the issue persists, try upgrading the codec firmware.
4) Device shuts down during a VC session - Even if the customer is unable to replicate the problem when the engineer is onsite after a Firmware upgrade helps most of the time.
5) CX8000 keeps disconnecting from Office 365 - it is best practice to perform a firmware upgrade before any other troubleshooting is carried out.
To save time it is best to perform the firmware upgrade first and see if the issue can be resolved. If the issue is still evident you can contact Polycom to advise on how to resolve the issue.
Factory Resets and when to perform it
Factory resets have to be performed as a last resort. If all else fails try a factory reset. Note that it is safer to take a backup of the profile and the directory before a factory reset. There are a few ways to perform a factory reset and it varies according to the solution that you have -
1) VSX -
By using the web interface - "Diagnostics" / "Reset System"
By using the VSX controller - key in "## 33 77 55 Select Select" then "### 333 777 555 Select Select Select". Keep alternating between these sequences. Good luck, it takes som effort to get this to work.
2) HDX -
By using the physical reset button - power down the system, press and hold the reset button and power on the unit, hold the button until the power button changes color.
3) GroupSeries -
By using a USB - this can be used as well but I haven't done it before so I can't advise on this process (http://www.polycom.com/content/dam/polycom/common/documents/technical-guides/rpgs-v410j-administrators-guide-tg-enus.pdf)
By using the physical reset button - power down the system, press and hold the reset button and power up the unit, hold the button until the power button changes color to orange. (Around 15 seconds)
When to perform it
1) When the system is unresponsive - if your Polycom system is unresponsive a factory reset would be helpful to recover the system. However, if this fails RMA is the only option.
2) The system is unable to make calls or receive calls - if all other troubleshooting methods (change the network cable, check the LAN ports, perform a traceroute and PING test) have failed perform a factory reset and test the system.
3) When the administrative password has been forgotten by the user - by performing a factory reset the system can be recovered in these situations.
4) When unusual activities are detected on the system - systems can be hacked by 3rd party individuals unless proper security procedures are put in place. When a system has been compromised it is best to perform a factory reset and start configuring from scratch.
Common reason for the system not to power up
1) The Microphone has been connected the wrong way – When connecting the microphone to a HDX or GroupSeries system, some users connect the cable the wrong way up . This causes an electrical surge which causes the system to restart. If the connection is not corrected then the system will not boot-up.
2) Microphone cable is faulty - the cable connecting the microphone to the codec is susceptible to damage. If this cable is damaged it may cause an electrical short-circuit and result in the unit shutting down.
3) A power surge has caused the system to burn out – If you can detect a burnt smell from the unit it is time to apply for a RMA. A surge protector would prevent the situation from re-occurring.
4) Power failure during a firmware upgrade – if the system does not power on after such a situation the only option is to RMA.
5) Unit overheating – this is not that common but it happens. If the system is housed in an enclosed environment the unit may overheat. Keep the cabinet door open and try again after some time.
Common issues with VSX systems
1) The audio output from the subwoofer is muffled – this issue can be caused by the subwoofer or the camera unit. Note that taking a loan unit to a site always helps to isolate the issue faster.
2) The camera does not turn on when the system is initiated – most of the time this issue is caused by a faulty subwoofer. If your customer has a similar unit try swapping the camera unit to the subwoofer. This will help to isolate the root cause faster.
3) No video from the VSX system – if the unit boots up properly check all the connections at the back of the VSX before concluding that it is a hardware problem. I have encountered systems that were connected improperly and a simple port change of connections resolved the problem.
Common network issues
1) Able to make calls but unable to receive any – this is likely due to a NAT (network address translation) or Firewall issue. If the customer is using NAT to convert their Private IP to a Public IP, this issue may occur due to an incorrect NAT routing. There is also an option to instruct the Polycom system that NAT is being used. The Public IP can be entered into this parameter and this would generally resolves the problem. Firewall setting needs to be checked as well to ensure the necessary ports are open.
(All rights to the Graphical user interface reserved to Polycom)
Note: if a network change was made on the customer's network and now they are unable to make calls, try to PING an IP on their recent call list. If the PING fails then you need to ask their IT team to review the changes they made to the network.
2) Since implementing a Sonicwall Firewall the system works intermittently – There were two occasions where I encountered this problem. In one situation, upgrading the Firmware to the latest version resolved the issue. On the other occasion, the customer bypassed the Firewall and connected the Polycom to their Public IP.
3) Video quality suddenly drops – this is caused by high packet loss. This is generally caused by a faulty network cable or port. It could also be caused by the customer’s infrastructure. The customer’s assistance will be needed to isolate the root cause of the problem.
4) Either video or audio is degraded or completely lost – this is generally caused by the firewall. If the firewall suspects the packets to be foreign it will simply drop the packets which would result in the loss of video or audio quality.
Common issues when the Video conferencing solution is part of an integrated system
This is when things get complicated. Most large organizations have an integrated system in most of their large rooms. When different manufacturers' systems are used together and are expected to work in harmony, many issues arise. As an Audio Visual Engineer, it is important to understand what each component does to the overall functionality of the room. This takes many years to master. These are some of the common problems that I have encountered when a VC is integrated into such solutions.
1) When the Polycom unit starts up the logo can be seen, however, after the logo disappears nothing is displayed out – this issue is uncommon but what has happened here is that the system has factory reset itself. In this situation, use the display button on the remote control to change the video input source. After doing so you will see the setup page. You will need to configure the unit from scratch.
2) No audio from the Polycom unit – if the Polycom unit is connected to a SoundStructure you will need to check the audio configuration on that unit. If the unit is not connected to an audio DSP then it is likely an issue with the connection or the audio output.
3) Unable to control the Polycom unit through the Polycom touch panel – check the firmware version on the touch panel and see if it is compatible with the firmware version on the codec. This problem can be caused by a network issue as well. Restart the touch panel, change the network cable etc and see if the issue is resolved.
4) Echo can be heard by the far-end - this is due to the aggregate echo cancellation (AEC) has been activated on both the Polycom unit and the audio DSP.
HDX Series Systems
(http://www.amazon.com/7200-23160-001-Polycom-8000-1080-Conference-Equipment/dp/B006LL9TOU)
HDX7000 - This system can be used in small to medium sized rooms. The HDX system is still popular in the market due to the fact that it offers customers the option to use ISDN to make calls. Even though this option is significantly more costly it is considered to be safer than IP calls. Customers in the banking sector and sectors that require higher security still prefer this solution.
(http://www.slideshare.net/MohamedElBehery1/polycom-group-series-setup-hardware)
HDX8000 - This system can be used in medium to large sized rooms. This system allows for an addition EagleEye camera to be connected to the system. There is an additional microphone port which can be used to connect the system to a SoundStructure system to allow a more integrated solution for the customer.
(http://hasitec.com.vn/vi/news/Cong-nghe-quan-ly/Gioi-thieu-thiet-bi-Endpoint-62/)
HDX9000 - This system is used for large board rooms and can be part of a fully integrated room solution for any customer. Most of these systems have reached EOL (End of life). Some of these systems are already 5 years old and are still going strong. Overall an excellent solution provided by Polycom.
(http://www.bs-media.ru/Videokonferencii/Konferenc-zal/Polycom-HDX-9000-1080/)
GroupSeries Systems
(https://www.barcodesinc.com/polycom/real-presence-group-series.htm)
GroupSeries 300 - Suitable for huddle rooms and meeting rooms. This system has an excellent and streamline design that provides excellent video quality for users. The system (codec) does not take up much space so it can be mounted or placed in a small but well ventilated area. The GUI has changed significantly and even the remote control has much less buttons on the GroupSeries. Users who are used to the HDX will complain a lot saying that everything has changed. Its human nature to be resistant to change, however, after a few months they will love the system.
GroupSeries 500 - This system can be used in medium to large rooms. The EagleEye camera is much larger than the Acoustic but has more optical power. There are more options on the Group 500, such ascontent sharing over a VGA or HDMI cable. I have faced a few problems with the GroupSeries 500, but a firmware upgrade will easily resolve it.
(http://www.slideshare.net/MohamedElBehery1/polycom-group-series-setup-hardware)
GroupSeries 700 - An excellent solution for large boardrooms that requires an integrated audio visual solution. In an integrated solution, systems like these are able to work with many other devices (Crestron, Extron, Kramer, Apple and even other Cisco devices). Which allows for excellent user experiences.
(http://www.slideshare.net/MohamedElBehery1/polycom-group-series-setup-hardware)
CX8000
The Polycom CX8000 is the result of three major players (Polycom, Microsoft and Crestron) coming together to integrate some of their best solutions onto one device. The CX8000 integrates Skype for Business and Microsoft Lync and by doing so customers are able to benefit from both collaboration solutions. The CX8000 is relatively slower than the other solutions provided by Polycom. The operating system is Windows based while the firmware updates are provided by Crestron and it uses Polycom technologies for a superior video conferencing experience.
By combining the CX5100 with the CX8000 solution users are able to experience superior video and audio quality. By partnering with Crestron the system works as a holistic room control solution – lighting, climate and AV aspects of the room can be controlled by one touch panel.
Factory reset
1) When the system does not upgrade to the latest version – Generally an upgrade would not take longer than 2 hours. I had an experience where the unit was upgrading for more than 24 hours. In this situation a factory reset would be needed.
2) If the system keeps on disconnecting from the Microsoft 365 server – this can be caused by either a network issue or a hardware problem. Once the network has been confirmed to be working fine a factory reset should be performed.
3) System keeps on restarting – Polycom will always request for a factory reset to be performed first before a RMA is approved.
