Polycom CX5500 mute buttons blinking, firmware latest than 1.3.3 version

[DmitryUK]

Dear colleagues, please help me with firmware latest than 1.3.3 version.

I need to update it on CX5500 to fix mute button problem.

I'm find a similar thread here link    But site polycom now closed and redirects all requests to HP Support and there no any software or frimeware to CX5500.

[SteffenBaierUK]

Hello @DmitryUK ,

welcome to the HP Poly community. The CX5500 is end of support and end of life.

From our VoIP FAQ:

• Jan 06, 2024 Question: Since the move from Poly to HP where can I download Software?
  Resolution: Please see >here< for an explanation and create an Account for Poly Lens in the cloud
  
  A list of older Audio, Video and Voice archived software and Release Notes articles are published on Official HP® Support knowledgebase. These articles are snapshot of Poly support portal before its sunset in Dec 2023. Any new software release after, please follow the new software distribution path.
  
  To search for archived software and Release Notes, please follow the instructions:

1. Open the Official HP® Support site.

In the search bar, type in “Archived' after the name of the product you are looking for, in this example we searched for the RMX Software and Archived Release Notes

Best Regards

Steffen Baier

[DmitryUK]

Dear SteffenBaierUK,

I tried to find the firmware according to your instructions. But I don’t see the firmware on the HP website (there is no driver item there), or on the Poly Lens (there is no such device in the list of devices).

See screenshots:  link to google drive 

[SteffenBaierUK]

Hello @DmitryUK 

for now please use >this< link to download the CX5500 1.3.5 software

Best regards

Steffen Baier

[DmitryUK]

Dear @SteffenBaierUK,

Thanks for the link, I downloaded and updated the CX5500 firmware to the latest version - 1.3.5.140102.  Unfortunately, updating the firmware and reinstalling all drivers did not solve my problem. The mute button does not work correctly. Perhaps you know the solution, I will describe the problem in more detail:

On the CX5500, there are three microphone mute buttons. Usually the button is gray (not illuminated). When you press it for the first time, the button lights up red and the microphone in Windows is turned off. When you press it a second time, the button turns green and the microphone turns on. Pressed another red one, pressed another green one.

Now, when you press the button for the first time, everything is fine, it lights up red and the microphone is muted in windows. But when you press it a second time, the button turns gray and the microphone does not turn on. You press the button a third time, it lights up red again, but the microphone in Windows turns on. And now the user does not understand whether their microphone is turned on or not.

This problem occurs on two different CX5500 devices with different firmware and different windows (10 and 11 latest version).

Can you tell me what else I can check or reinstall?

And yes, when I updated the firmware, the button lit up green/red, so everything is fine with the backlight.

[SteffenBaierUK]

Hello @DmitryUK ,

as already explained the CX5500 is end of support and end of life.

So far you have not told us what application the CX5500 is being used with. Is this for the phone side of things or the Windows side of things?

Best Regards

Steffen Baier

[DmitryUK]

SteffenBaierUK,

CX5500 is end of support - accepted.

I use Microsoft Teams. But the problem is in Windows itself (Windows 10\11 x64). If you go to the control panel - audio - recording - and select the microphone polycom. In the levels tab, there is a button to mute the sound. And when you press buttons on the CX5500, you can monitor how the device is not working correctly in the system.

[SteffenBaierUK · Accepted solution]

Hello @DmitryUK 

I suggest using the CX5500 with a system that does not have Microsoft Teams installed. If this works then please go ahead and open a ticket with Microsoft to get their team to look at the issue with Microsoft Teams.

If this is not working on a clean Teams free system then there is nothing us volunteers can do.

Best regards

Steffen Baier

[DmitryUK]

Steffen Baier,

Yes, that is right. Polycom does not work in a clean system.

I will continue to look for a solution. Тhanks for your  help.