How to Troubleshoot the Polycom HDX 7000

Updated April 17, 2017

The Polycom HDX 7000 video conferencing system allows for state-of-the-art interactive video and voice collaboration across multiple sites. The 7000 series is appropriate for both small and medium-size conference rooms. Indicator lights on the front panel of the Polycom 7000 provide information on the system status. If you are having technical problems with the unit, make sure you check for any simple hardware issues. Verify power cords, Ethernet connection and audio and video input/output cables are all properly connected.

Click "Directory" from the local interface home screen or go to "Place Call," "Directory" from the web interface to place a test call. Choose "Sample Sites" and select a location. Press the phone icon to place a call. You can also place a test call using the touch control directly on the Polycom 7000. To do this, simply press the "Search Directory" icon and select a location to call. If your test call is successful, the problem may be at the connecting site. If your test call is not successful, continue troubleshooting by enabling the system basic mode.

Press "System," go to "Admin Settings," then "Network" and then "Call Preference." Select basic mode from the local interface. Alternatively, to access the basic mode from the web interface, go to your "Admin Settings," select "Network" and then "Call Preference." Enabling the basic mode will disable many of the advanced features. If you can successfully connect to the site using basic settings, the problem is on the site's system. After you complete the session, you must return to the menu to deselect the basic mode for future sessions. If you still are unsuccessful, continue troubleshooting by doing a configuration restore.

Press the "Restore" button while the system is on. Be sure to hold it for a minimum of 15 seconds. The "Restore" button is located on the front of the Polycom HDX 7000. Restoring the system will force a system restart and restore the original configuration while also resetting most of the system settings to their default value. Once the system restarts, the set-up wizard is displayed and the system restore is complete. If this is not successful you can attempt to do a full restore, which erases all system settings and defaults to the original factory configuration.

Push the "Power Off" button and wait for the system to power down to begin a full restore. Press and hold the "Restore" button while you power up the system. This should take about 5 seconds. The factory restore will reinstall the system's firmware. During the factory restore the Polycom 7000 start-up screen will be displayed on the component monitor. It is important not to attempt to power off the system during the factory restore process. After the restore process is complete, the system will restart itself.

Click "Admin Settings," "Monitors," "Video Format" and "Update" to troubleshoot video display issues. To access video display settings from the remote, push and hold the display icon on the remote for 5 seconds. Use your up and down arrows to select a different video format. Press the right arrow to save your changes.


If after trying all of the troubleshooting techniques you still cannot connect your Polycom 7000 to a site properly, contact Polycom technical support. Be sure to have your serial number, which is located on the back of the system, along with other information about your system. Indicator lights on the front of your Polycom 7000 are a quick indication of your system's status. A steady blue light means your system is initialising and awake. A steady amber light indicates the unit is in sleep mode. A blinking blue light indicates an IR signal is received. An alternating blue and amber blinking light signals that the unit is either in software update or factory restore mode.

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About the Author

Stephanie McCampbell has been a writer since 2008. Her work has appeared on the Support for Special Needs website, among other online publications. McCampbell holds a B.S. in management information systems from the University of Illinois.