Polycom CX5500 Troubleshoot Issues, Test the Speaker, Microphones, and Camera, Download Logs

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Troubleshoot Issues

Use the following solutions as a guide to resolving issues, problems, or common difficulties when using your Polycom CX5500 Unified Conference Station.

Test the Speaker, Microphones, and Camera

You can ensure that your CX5500 system is configured and operating correctly by testing the speaker, microphones, and camera.

To test the speaker and microphones:

1In Microsoft Lync client, click and click Tools.

2Click Audio Device and choose Echo Cancelling Speakerphone as the Audio Device.

3In the Speaker section, click Play to play a tone.

4Adjust the slider to make the tone louder or softer.

5Gently brush your finger over the microphone on the base of the tabletop unit and check that the indicator in the Microphone section turns green in response.

If there is no response, make sure the microphone is not muted.

6Adjust the slider to make the microphone more or less sensitive.

To test the camera:

1In Microsoft Lync client, click and click Tools.

2Click Video Device and view the video preview.

Download Logs

Before contacting Polycom for help with a system problem, you need to download the system’s log file. The technical support representative needs the log file to determine any issues with the system.

To retrieve system logs:

»Connect a USB thumb drive to the USB port on the tabletop unit. The logs are copied from the system within 30 seconds.

Polycom, Inc.

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Contents Polycom CX5500 Unified Conference Station for Microsoft Lync Polycom, Inc Contents Use Advanced Features Administrative Tasks Change Your Office Hours Change TimeoutsConventions Used in this Guide About This GuideWho Should Read this Guide? Terms and Writing ConventionsInformation Elements Icons Used in this GuideTypographic Conventions BoldGet Help and Support Resources Use the CX5500 System with Microsoft Lync Client Get StartedAbout the Polycom CX5500 Unified Conference Station Use the CX5500 System as a Conference Phone How the CX5500 system works during conference callsUnderstand the CX5500 System Hardware Polycom CX5500 systemActive video indicator lights Understand the Indicator LightsMicrophone Indicator Lights HD Transmit Connect the CX5500 System to a ComputerBasic Video Transmit Web Info Information on using the Web Configuration Utility Access the Web Configuration UtilityTo access the Web Configuration Utility for your phone Sign in to the CX5500 System with LyncBest Practices for Effective Camera Tracking Troubleshooting I can’t sign-in using my login credentialsUser Tip Using strong passwords Answer a Video Call Use the CX5500 System with Microsoft LyncPlace a Video Call Adjust Audio and Video Hang Up a CallNavigate Phone Views To switch among viewsUse the CX5500 System as a Conference Phone Home view Troubleshooting Why can’t I access a certain view?Home View Additional home icons Lines and favorites from Home viewLines View To display Lines viewTo view Active Call view Active Call ViewTo display all your calls Active and held calls in Lines viewDark green Active call Calls ViewTo display Calls view Status bar in Home and other views Understand Phone Icons and Status IndicatorsPhone icons and status indicators Navigate Your Phone’s Interface Navigating your phone interfaceTo enter a URL or telephone number in the Contact field Enter Data and Update FieldsTo change how numbers and text are formatted Use the Onscreen Keyboard To use the onscreen keyboardUsing the onscreen keyboard to enter information Manage Calls on Your Phone Clean the TouchscreenTo clean the touchscreen Place and End CallsTo display the dialer User Tip Choosing URLs or numbers mode from the dialerCall from the Dialer To place a call from the DialerTo call from your Directory To call from the Recent Calls listTo call from your Favorites list Timesaver Automatically dialing favoritesEnd Calls Manage Active CallsRedial Numbers Hold a CallTo transfer a call Transfer CallsTo resume a held call To perform a blind transferTo answer an incoming call Manage Incoming CallsAnswer Incoming Calls To answer an incoming call from Home or Calls viewTo answer another incoming call from Home view Answer Additional CallsTo answer another incoming call Incoming Call windowAnswer Calls on a Shared Line Answer Calls AutomaticallyReject Incoming Calls Redirect CallsIgnore Incoming Calls Forward Incoming CallsForward Calls to a Contact To forward all calls a contactReject Calls from a Contact To disable call forwardingCall-forwarding enabled icon in Lines view Divert Calls from a ContactEnable Do Not Disturb Tap Auto Divert, and tap EnabledTo enable or disable Do Not Disturb for a particular line Enable Do Not Disturb on Multiple LinesTo enable and disable Do Not Disturb From the Do Not Disturb screen, tap Enable or DisableCalls on separate lines in Calls view Manage Multiple CallsCalls on two lines in Lines view To dial in to a conference call Dial in to Conference CallsManage Conference Calls User Tip Best practices for conference callsHold and Resume Conference Calls To initiate a conference call using the Confrnc soft keyInitiate Conference Calls Tap ConfrncManage Conference Call Participants End Conference CallsSplit Conference Calls into Two Held Calls Timesaver How to manage a participant without tapping manage To manage a participant in a conference callTo view your Contact Directory from Home view Manage Contacts and DirectoriesUse Your Contact Directory Contact DirectoryTo dial a contact To view contact informationTo search for a contact To add a contactTo update a contact’s information To delete a contactTo add recent callers to your Contact Directory Manage FavoritesAdd Contacts from Recent Calls list To make a contact a favoriteFavorites in Home view Favorites listFavorites in Lines view Work with a Corporate Directory To dial a Corporate Directory contact To perform a quick search of the Corporate DirectoryTo perform an advanced search Tap AdvFind To add a contact to your Contact DirectoryTo listen to voicemail messages To remove message indicators temporarilyListen to Voicemail Tap Message CenterTo view your Recent Calls list Timesaver Quickly access the Recent Calls listView Recent Calls To customize the list Control Audio and VolumeTo manage a call record To remove certain calls from the listUpdate a Contact’s Ringtone Change the Speaker and Ringer VolumeUpdate the Incoming Call Ringtone Edit Contact screen, tap Ring TypeWork with Shared Lines Mute the MicrophoneIcons and status indicators for shared lines Use the Contact List Use Advanced FeaturesUpdate Your Status To update your presence setting Manage Your Contact ListLync Status and Presence Icons View Lync Contacts’ Presence StatusTo view your Contact List To view your contacts in Lines view To view contacts in Home viewIntegrate with Microsoft Lync Server Broadcast Messages Using Group PagingGroup Paging Mode Send and Receive PagesReceive Pages To send aAdjust the Volume of Pages Change the Default Paging GroupTo hear the page when Accept While Busy is disabled Update Paging Group SubscriptionsEnable Pages to Play during Active Calls Use the CalendarTo open the calendar Troubleshooting Why doesn’t the calendar display anymore?Open and Close the Calendar Navigate Day View Troubleshooting Why doesn’t the calendar display?Navigate Month View To close the CalendarTo see Meeting view Navigate Meeting ViewTo navigate in Day view To navigate in Meeting view Troubleshooting Why don’t my meeting reminders display?Work with Meeting Reminders To use another number to join the meeting from a reminder Join Meetings from the CalendarTo join a meeting from a meeting reminder To join a meeting from Meeting viewLog in to a Phone Log In and Out of a PhoneChange Your Password Place Calls from Phones That Are in the Logged-Out StateLock the Phone Change Your User PasswordFrom the Advanced screen, tap Change User Password Lock and Unlock Your PhoneTo unlock your phone Tap Unlock Access Features with Your Login CredentialsCall and Answer from a Locked Phone To call an authorized number from a locked phoneChange the Language on Your Phone Troubleshooting What happens if I can’t access features?Customize the Phone’s Display Change the Time and Date Display Change the BacklightChange the Background Picture From the Backlight Intensity screen, tap Maximum IntensityUse Power-Saving Mode Web Info Adding a web page as the background on your phoneChange Your Office Hours Change TimeoutsUser Tip Determining which idle timeout applies Polycom, Inc Restart the Phone Administrative TasksInvestigate Phone Warnings Update Phone Configuration Test Phone HardwareDownload Logs Troubleshoot IssuesTest the Speaker, Microphones, and Camera Get Help Polycom and Partner ResourcesPolycom Community Polycom Limited Warranty and Limitation Liability Copyright, Safety, and Regulatory NoticesService Agreements Governing LawExclusions Warranty ExclusiveSafety, Compliance, and Disposal Information Part 15 FCC RulesIndustry Canada IC Class B Digital Device or PeripheralPlug Acts as Disconnect Device Europe SingaporeClass B Statements