Fastmetrics Knowledge Base

Polycom SoundPoint 650 – Troubleshooting

Polycom SoundPoint 650 Power and Startup

Symptom Problem Corrective Action
There are power issues. The SoundPoint IP 650 SIP phone has no power. Do one of the following steps:
  • Verify that no lights appear on the unit when it is turned on.
  • Check if the phone is properly plugged into a functional AC outlet.
  • Make sure that the phone isn’t plugged into a plug controlled by a light switch that is off.
  • If plugged into a power strip, try plugging directly into a wall outlet instead.
  • Try the phone in another room where the electricity is known to be working on a particular outlet.

Polycom 650 Controls

Symptom Problem Corrective Action
The dial pad does not work. The dial pad on the SoundPoint IP 650 SIP phone does not respond. Do one of the following steps:
  • Check for a response from other feature keys or from the dialpad.
  • Place a call to the phone from a known working telephone. Check for display updates.
  • Press the Menu key followed by System Status and Server Status to check if the telephone is correctly registered to the server.
  • Press the Menu key followed by System Status and Network Statistics. Scroll down to see if LAN port shows active or Inactive.
  • Check the termination at the switch or hub end of the network LAN cable. Ensure that the switch/hub port connected to the telephone is operational (if not accessible, contact your system administrator).
  • Before restarting your phone, contact your system administrator, since this may allow more detailed troubleshooting to occur before losing any current status information.

Access to Screens and Systems

Symptom Problem Corrective Action
There is no response from feature key presses. The SoundPoint IP 650 SIP phone is not in active state. Do one of the following steps:
  • Press the keys more slowly.
  • Make a call to the phone to check for inbound call display and ringing as normal. If successful, try to press feature keys within the call to access Directory or Buddy Status, for example.
  • Press Menu followed by Status > Lines to confirm line is actively registered to the call server.
  • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.
The display shows “Network Link is Down”. The LAN cable is not properly connected. Do one of the following steps:
  • Check termination at the switch or hub (furthest end of the cable from the phone).
  • Check that the switch or hub is operational (flashing link/status lights) or contact your system administrator.
  • Press Menu followed by Status > Network. Scroll down to verify that the LAN is active.
  • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.

Polycom 650 Calling

Symptom Problem Corrective Action
There is no dial tone. Power is not correctly applied to the SoundPoint IP 650 SIP phone. Do one of the following steps:
  • Check that the display is illuminated.
  • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
  • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
There is no dial tone. Dial tone is not present on one of audio paths. Do one of the following steps:
  • Switch between Handset, Headset (if present) or Hands-Free Speakerphone to see if dial tone is present on another paths.
  • If dial tone exists on another path, connect a different handset or headset to isolate the problem.
The phone does not ring. Ring setting or volume is low. Do one of the following steps:
  • Adjust the ringing level from the front panel using the volume up/down keys.
  • Check same status of handset, headset (if connected) and through the Hands-Free Speakerphone.
The phone does not ring. Outbound or inbound calling is unsuccessful. Do one of the following steps:
  • Place a call to the phone under investigation. Check that the display indicates incoming call information.
  • Lift the handset. Ensure dial tone is present and place a call to another extension or number. Check that the display changes in response.

Polycom 650 Displays

Symptom Problem Corrective Action
There is no display. The display is incorrect. The display has bad contrast. Power is not correctly applied to the SoundPoint IP 650 SIP phone. Do one of the following steps:
  • Check that the display is illuminated.
  • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
  • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
There is no display. The display is incorrect. The display has bad contrast. The contrast needs adjustment. Do one of the following steps:
  • Refer to the article on Display Contrast.
  • Reboot the phone to obtain a default level of contrast. Refer to the article on Restarting your phone.
There is no display. The display is incorrect. The display has bad contrast. Outbound or inbound calling is unsuccessful. Do one of the following steps:
  • Place a call to the phone under investigation. Check that the display indicates incoming call information.
  • Lift the handset. Ensure dial tone is present and place a call to another extension or number. Check that the display changes in response.
The display is flickering. Certain type of older fluorescent lighting causes the display to appear to flicker. Do one of the following steps:
  • Move the SoundPoint IP 650 SIP phone away from the lights.
  • Replace the lights.

Polycom 650 Audio

Symptom Problem Corrective Action
There is no audio on the headset. The connections are not correct. Do one of the following steps:
  • 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).