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FAQ Information. HEADING_TITLE
- Polycom Soundstation 2W Troubleshooting & FAQ   Date: Tuesday December 18, 2007
FAQ Summary:
Polycom Soundstation 2W Wireless Conference Phone Frequently Ask Questions and Troubleshooting Tips

FAQ Content:

Polycom Soundstation 2W Frequently Asked Questions:


Q. I'm receiving No Dial Tone on a SoundStation 2W. What do I do?


The base station must be plugged into an analog telephone jack. If the dial tone is not heard, verify the following:



  • Check that the base is powered on.

  • Check that the console is operational.

  • Check that the base is connected to an analog telephone (POTS) line. Try the unit on a FAX line as fax machines generally require analog service.


Q. What do I do if the Polycom SoundStation 2W console is unable to register to the base unit?


If the following steps do not resolve the problem the next course of action would be to process an RMA for a replacement, due to hardware failure.

1. Make sure the base unit is powered on and not too far from the console, with no walls or obstacles in between
2. Verify the base unit and the console serial number match. They are paired during manufacture
3. Attempt to connect to the base,using the software Re-synch from the console: Menu >Admin Setup>Registration> Register.
Physically unplug the battery and reinstall.
4. Try to reboot the phone and reset factory settings (with the soft key menu) while plugged into AC power.
If the phone does not have a Registration selection on the menu, it may have older software. To check the version go to Menu>This Phone.


For phones with software older than 1.129, try to force the registration process. This does not work on software builds from 1.129 on.


To force a registration between the Console and Base Station:


1. After powering up both the Console and Base – press the keys 1,4 and 9 at the same time.
2. The Console LEDs will flash red and then green.
3. Release the Console keys.
4. Press the Base Page Button until the Console LEDs stop flashing and a Bong is heard. Registration is now complete.


Q. What do I do if my Soundstation 2W screen appears to flicker?


This may be because you are using a certain type of florescent lightinging your building. Try moving the SoundStation2W™ away from the lights.


Q. What if I get “No Signal” displayed when the console loses contact with the base?


Verify the following:


  • Check that the base station is powered up

  • Make sure that the console is not out of the allowed range (150 feet).

  • Move the console to a location where there are fewer obstructions or walls between console and base station.

  • If the console and base station are separated by multiple brick walls, this will reduce the available range between the base and console.


Q. How to tell when the console is communicating with the Base?


Polycom SoundStation2W will display a "Ready" message after successfully communicating with the base upon power up. The "Ready" message is also shown after a call is completed and the phone is available for the next call.



Q. How do I find the Console if I misplaced it?


You can locate a misplaced console by using the paging feature. When paging, the console beeps. This will allow you to locate the console.


Press the Page button on the base station to locate the Polycom SoundStation 2W console.


The console will play a sound to indicate its location. The console will continue to beep until any key on the console is pressed or until the Page button on the base is pressed.


Q. Where's the best place to place the Polycom Soundstation 2W Wireless Conference Phone?


This product is recommended for medium to large conference rooms. The SoundStation2W should be placed in the middle of the conference table. The following are recommended applications for the SoundStation2W.


SoundStation2W Conference Room Table Placement


Polycom SoundStation 2W has a pickup coverage of 360 degrees


Polycom Soundstation 2WPolycom Soundstation2WSoundstation2W


SoundStation 2W with Mics Conference Room Table Placement


Position extended microphones 7 feet from the SoundStation2W console.


Polycom Soundstation2WPolycomPolycom Soundstation


Base Station Placement


Place the Base Station with 150 ft (45.5 m) of the SoundStation2W Console.


Q. What are the signal levels and specifications for the Soundstation 2W Auxiliary Audio Port?


Signal levels are the same for the auxiliary jack ( Polycom Soundstation2W )on the SoundStation 2W Base, "AC" refers to frequencies between 200Hz and 3kHz.


The following all refers to the REC signal unless otherwise stated:



  • Output: the AC impedance is < 5000ohms.

  • The signal has a DC impedance of 36K to +15V. Because of this, we recommend that connections to REC be AC-coupled, and that any external capacitor polarity take account of this +15V bias.

  • Path Gain, Output: 340 mV RMS (-7 dBm) at Tip/Ring produces 400 mV RMS (-5.7 dBm) nominal at AUX I/O.

  • For reference, saturation on the phone line is 0 dBm, and maximum sustained signal generally allowable is about -9 dBm (which is very loud).


Q. Can I use multiple Polycom Soundstation 2W phones in one area?


Two or more Polycom SoundStation 2W's in one area results in poor audio quality and possibly static

There are two kinds of issues that may be occurring. One is interference, the other is a poor transmission path between console and base station

Interference:

If all the base stations are located in the same room, it is possible that they are “blinding” one another. The system automatically turns up its power to compensate for weak signals, and a strong transmitter located next to an unrelated receiver (which is the case when you have two base stations next to each other) can cause that receiver to miss portions of the signal intended for it.

This can be helped by physically separating the base stations. Often, a distance of a few feet can resolve the issue. The base stations can remain in the same room, as long as they are not lined neatly up next to each other like books on a shelf.

NOTE: Other wireless devices in the area including wireless modems and routers as well as cell phones can also impact the performance of the phones.

Transmission Path:

If the transmission path from the console to the base station is partially blocked, which can happen with metal wall framing, concrete walls, etc., then the signal will be weak and communication will be poor.



  1. Identify which of the systems is working most poorly.

  2. Unplug all the other base stations.

  3. If one system is still working poorly, the problem is the transmission path and the base station needs to be closer to the terminal.

  4. If it works well when the other base stations are unplugged, try separating the base stations and plug them back in, one at a time.


Q. The Polycom Soundstation 2W wireless conference phone hangs and does not complete the boot process. What do I do?


At initial setup the console may hang or lock up during startup and does not complete the boot process.

SOLUTION:

This is normally a recoverable error. Remove the battery from the console, replace and turn the phone back on.
The console should now boot normally with no further issue.


Q. Are Speed Dial settings lost if the battery is removed from the Soundstation 2W?


Speed Dial entries are stored in non-volatile memory and are retained if the console battery is disconnected.


Q. Is there an on/off switch for the Polycom Soundstation 2W console?


The SoundStation 2W console does not have an On/Off switch. The only way to completely remove power from the Console is to remove the batteries.

The SoundStation 2W does have a Sleep Mode that conserves battery life. Sleep Mode is activated if the phone is not in use for 20 seconds.


Q. Can I use External Speakers with the Auxiliary Audio port?


The auxiliary audio jack on the SoundStation 2W is the same as that in the original SoundStation. the output includes the local mic signal as well as the far-end audio. The end result will be feedback and poor operation if the output is to an external speaker or PA system. The Aux port was intended for recording of conference calls not for output to any sort of amplified external speaker system.


Q. How do I Eliminate Echo in a call?


Echo during a call is experienced in a couple of different ways.


Far End Echo, or an echo that is experienced by the participants on the other end of the audio conference, can be caused by any of the following:



  • Poor phone connection - this is not a physical property, but refers to the route by which the telephone company has connected this particular conference. If it is uncommon to receive complaints about echo on the SoundStation 2 and 2W from the far end participants, this could very well be the issue. Since a telephone connection is hardly ever routed through the same path by the local phone company, simply hanging up the conference and re-establishing it may resolve this issue. If this is a reoccurring intermittent issue, it may be a good idea to contact the local phone company or telephone administrator and have the telephone service investigated for integrity.

  • Interference - It is expected that the Polycom SoundStation 2 and 2W have at least 30cm (1 foot) clearance around the unit. Even though the Polycom SoundStation 2 and 2W contains echo-canceling technology, nearby coffee mugs, lap top monitors, and any other item that one might find on the common conference table has the capability of reflecting the sound from the SoundStation 2 and 2W's speaker back into the microphones causing the echo if positioned too close to the unit.

  • Environmental - The most common cause of echo experienced by the far end of the conference is the conference room where the SoundStation 2 and 2W reside. Glass conference room tables, large glass windows, hard floors (without carpet),and vaulted ceilings, are unfriendly to audio. Conference rooms with ceiling tiles, carpeting, blinds or drapes covering windows, and wood or Formica tables are the optimum conditions for Audio Conferencing.



NOTE:
Extreme echo due to environmental conditions may cause dialing problems such as incorrect, or extra digits in the dial string. This can be resolved by adjusting the room conditions or muting the phone while dialing.



Near End Echo, or an echo that is heard on the local end of the conference, can be caused by any of the following:



  • Poor phone connection - Just like Far End Echo, this is not a physical property, but refers to the route by which the telephone company has connected this particular conference. If it is uncommon for the Far End to receive complaints about echo on whatever device the far end is using for audio conferencing, this could very well be the issue. Since a telephone connection is hardly ever routed through the same path by the local phone company, simply hanging up the conference and re -establishing it may resolve this issue. If this is a reoccurring intermittent issue, it may be a good idea for the Far End participants to contact their local phone company or telephone administrator and have the telephone service investigated for integrity.

  • Environmental - The Far End room can create the same effect as described in Far End Echo. As before, Glass conference room tables, large glass windows, hard floors (without carpet), and vaulted ceilings, are unfriendly to audio. Conference rooms with ceiling tiles, carpeting, blinds or drapes covering windows, and wood or Formica tables are the optimum conditions for Audio Conferencing.

  • Headsets - Some headsets can cause an echo experienced only by the far end participants. If the far end participant is using a headset, have them change to their handset or speaker to try and correct the issue.

  • Non-Polycom Equipment - Although the quality of the Polycom SoundStation 2 and 2W help one's experience in the audio conference, the audio conference can only be as good as the worst audio device involved. Half-Duplex speaker phones (not allowing simultaneous two-way conversation) and poor echo cancellation on other audio solutions can and will, have a bearing on the overall quality of the conference.


Q. Does the SoundStation 2W support attaching a handset for a private conversation?


No, it is not possible to connect a handset to the SoundStation 2W to allow a private conversation. This is a conference phone and was not designed for private calls.

If the phone is installed in tandem with a PBX digital phone, the call can be transferred back to the digital phone for the private part of the call, and then back to the SoundStation for the conference call.


Q. How do I Troubleshoot Power Issues with the Polycom Soundstation 2W?


Console (Main Unit):


Verify that the unit's battery is charged. Check with the manual for the amount of charge time required for typical talk time and standby time.


Try plugging in the charger to the phone and powering the unit on.


If the console still is not powering on, follow the Base Station troubleshooting steps (below) with the power plug connected to the console.
Base Station:


"No Signal" on the Console can be an indication of a power problem with the Base.



  • Verify that no lights appear on the unit when it is turned on

  • Check if the product is properly plugged into a functional AC outlet.

  • Make sure that the unit 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 unit in another room where the electricity is known to be working on a particular outlet.


Q. How do I Restore SoundStation2W to the Default Settings?


Restoring the defaults will irretrievably remove all settings and data that have been entered since the SoundStation2W™ was first installed.



  1. Press the Menu button, choose Admin Setup and press the Select button, enter passcode (if required) and press the ENTER soft key. Choose Diagnostics using the Scrolling buttons, and press the Select button.


  2. Choose Restore Defaults using the Scrolling buttons, and press the Select button. Press the OK soft key if you wish to restore defaults or the CANCEL soft key or the Exit button to return to the Diagnostics submenu.


    • Phone Book entries and Speed Dial numbers are not lost when restoring all defaults.




Q. What can I do if we're unable to conference on a PBX delivered analog port?


On a SoundStation 2W connected to an Analog port from a PBX, the call disconnects when using either the Conference button or the Hold button when attempting to add another party to the call.

SOLUTION:

Many PBX systems are capable of providing Conference Calling ( the ability to join 3 or more parties in one call) to an Analog card. Some are unable to do so. The number of parties that may be added in a call is a limitation of the PBX.

Analog phones only use the Flash or Off-Hook command to toggle the lines (600 ms for USA and other durations for ROW). This same signal is sent whether you are adding a second caller or dropping the call and it is up to the PBX to interpret and act accordingly.

If a PBX has conference calling enabled for an Analog port and the call still disconnects, then the Flash Timing for the PORT is too short. The SoundStation 2W has a static Flash Timing set to 600ms for the USA that cannot be changed.

Flash Timing for the Analog port from the PBX must be adjusted to match the 600ms required by the SoundStation 2W to allow successful conferencing.


Q. What do I do if I get poor audio heard on either Near or Far end of a call?


Either or both the Near and Far end of a call may experience poor audio, including static, low volume, echo or other noise. The root cause of audio anomalies can be difficult to diagnose. The Following steps may help to resolve these issues.

SOLUTIONS:
Problems can occur simply because the participants are seated too far out of recommended microphone range and sound faint, or are seated too close to sensitive microphones and cause feedback .


Optimally, participants should sit 3 to 6 feet (1 to 2 meters) from a microphone


Noisy equipment, such as a computer or fan, may make it difficult for you to hear the other party. Make sure that laptops especially, are not placed near the console or extended microphones. Turn off any other noisy equipment in the room such as fans.


Do not move the SoundStation 2W console while it is in use.


The other parties may be using non-Polycom equipment which may cause strange audio.


A line issue may be the cause of many noise anomalies. Try disconnecting and redialing the call to see if another line provides a better connection


If the phone is attached to a PBX of any kind, try using a FAX line or a standard analog line such as a home phone line.


Try to factory reset the phone by using the softkey menu Menu > Administrative Setup > Diagnostics > Restore Defaults



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