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Troubleshooting Your SoundPoint IP / SoundStation IP Phones
5 - 15
Audio
Upgrading
Symptom Problem Corrective Action
There is no audio on the
headset.
The connections are not correct. Do one of the following:
• Ensure the headset is plugged into the
jack marked Headset at the rear of the
phone.
• Ensure the headset amplifier (if
present) is turned on and/or the
volume is correctly adjusted).
There are audio and echo issues
on the headset.
Possible issues include:
• Echo on external calls
through a gateway.
• Internal calls (no gateway),
handsfree echo.
• Internal calls (no gateway),
handset to handset echo.
Refer to “Technical Bulletin 16249:
Troubleshooting Audio and Echo Issues
on SoundPoint
®
IP Phones” at
http://www.polycom.com/usa/en/support/v
oice/soundpoint_ip/VoIP_Technical_Bullet
ins_pub.html .
Symptom Problem Corrective Action
SoundPoint IP 300 and/or 500
behave incorrectly or do not
display new features.
New features are not supported
on the SoundPoint IP 300 and
500 and the configuration files
have not been correctly modified.
The SoundPoint IP 300 and 500
will not ‘understand’ the new
configuration parameters, and
will attempt to load the new
application.
The attempt to load the new application
will fail since there is no 300/500 image
contained within the sip.ld file, so the
phone will continue on and run the current
version of application that it has in
memory. It will however use the new
configuration files. Refer to Supporting
SoundPoint IP 300 and 500 Phones on
page 3-20.