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Polycom has determined that SoundStructure™ devices manufactured before mid August 2008 have a cable inside that may not fit as tightly as expected. When this occurs the SoundStructure device may have various performance issues, such as operating fine for a while and then periodically requiring a reboot or the front panel LED is on for a while and then turns off. Please note, there is no safety issue involved. In order to expediently correct any potential problems your customers may have, Polycom wanted to let you and your customers know that some systems you purchased may have this internal cable mounting issue.
The list of SoundStructure serial numbers that may be affected by this cable can be found by clicking here. Units manufactured after August 2008 do not have this issue and are therefore not included in this list of serial numbers. Units marked with a K328 decal inside the front door, or are rev M or higher, or have a cable with white connectors, have already had their cable changed and do not require any further changes.
To ensure reliable long term operation of your SoundStructure devices it is recommended that the internal cable be changed. To determine if your system has a cable that may be impacting performance, the DC voltage can be measured on the rear panel DB25 port with a voltmeter between pin 1 and ground to see if it is at least 4.8V. If the reading is less than 4.8V DC, then system performance is impacted and the cable should be changed to ensure reliable performance.
If you have an affected unit, there are two ways to restore functionality:
1. You can order a Cable Harness Kit P/N 2230-33204-001 free of charge. Cable kits are also being sent to channels that we have identified as having purchased affected units. With this option the cable replacement can be performed at any time and the SoundStructure device does not have to have its configuration file reloaded or reconfigured.
2. You can RMA the SoundStructure Console by calling into 1 800 Polycom and exchanging your unit with a unit that has an updated cable. With this option, the configuration settings will need to be saved from the existing device and re-uploaded to the replacement device using SoundStructure Studio when it arrives.
We are constantly striving to improve the performance and reliability of our products. Thank you for your business, and if you have any questions or concerns please contact support at 1 800 Polycom.