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Deskphones – Polycom – Hardware Issues – No Audio | AT&T Office@Hand
Article #11099

This article contains steps to isolate and resolve the following:

  1. No audio / no sound when using headset.
  2. No audio / no sound when using handset.
  3. No audio / no sound when using speaker.

Polycom deskphones – Hardware issues – No Audio

  • No audio when using Headset
  • No audio when using Handset
  • No audio when using Speaker

Polycom – No audio when using Headset

  1. Make sure your headset is compatible with your phone.
  2. Make sure that the cables are properly connected.
    • Ensure that the headset cord is fully connected to the headset jack on the phone.
    • Ensure that the headset mode is activated.
    • Ensure that the headset volume is adjusted to an appropriate level.
  3. Run the phone’s built-in Audio Diagnostic tool
    1. Navigate to the Audio Diagnostic tool on your phone.
      Phone Model Steps
      VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
      SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
    2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, proceed to the next step.
    3. Try another headset. This step is to isolate the issue between the phone and the original headset. Plug the spare headset to the phone’s headset port then run the Audio Diagnostic test again. If you are able to hear the recording, then the original headset needs to be replaced. If you are unable to hear the recording using the spare headset, the phone may be defective and needs to be replaced.

Polycom – No audio when using Handset

  1. Make sure that the cables are properly connected.
    • Ensure that the handset cord is fully connected to the handset jack on the phone.
    • Ensure that the handset volume is adjusted to an appropriate level.
  2. Run the phone’s built-in Audio Diagnostic tool
    1. Navigate to the Audio Diagnostic tool on your phone.
      Phone Model Steps
      VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
      SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
    2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, proceed to the next step.
    3. Try another handset. This step is to isolate the issue between the phone and the original handset. Plug the spare handset to the phone, and then run the Audio Diagnostic test again. If you are able to hear the recording, then the original handset needs to be replaced. If you are unable to hear the recording using the spare handset, the phone may be defective and needs to be replaced.

Polycom – No audio when using Speaker

Run the phone’s built-in Audio Diagnostic tool

  1. Navigate to the Audio Diagnostic tool on your phone.
    Phone Model Steps
    VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
    SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
  2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, the phone may be defective and needs to be replaced.

Keywords: 11099, no audio, cant hear anything, no sound, speaker issue, handset issue, headset issue