Fixes for the most common Poly CCX 505 problems, from the quickest checks to when to contact Poly. Start at the top: most issues are a setting, a cable or firmware.
What the CCX 505 has
Check the problem against what this model actually has:
- Display: 5" color multi-touch LCD, 720 x 1280
- Wireless: Bluetooth 4.2, dual-band Wi-Fi (2.4/5 GHz)
- Network: 2 x Gigabit Ethernet, PoE IEEE 802.3af
- USB: 1 x USB-A 2.0, 1 x USB-C 2.0 (headset, storage, expansion module)
- Headset ports: 1 RJ-9, 1 EHS port, Bluetooth
- In the box: console, handset with handset cord, desk stand, network (LAN) cable, CAT-5E and setup sheet
Quick checks
- Restart the device: unplug power for 30 seconds, then reconnect.
- Reconnect the cables, using the ones that came in the box.
- Update the firmware. How
No sound, or people can't hear you
- Check the mute button or mute light on the device and in the app.
- In Teams, Zoom or your softphone, select this device as both microphone and speaker.
- For wireless models, make sure it's connected to the dongle or phone you think it is.
- Update the device firmware and the app.
Bluetooth or dongle won't pair
- Put the device in pairing mode and remove the old pairing from your phone or computer first.
- Plug the USB dongle directly into the computer, not a hub.
- Re-pair the dongle using the manufacturer's desktop app.
- Charge it fully: low battery can prevent pairing.
Keeps disconnecting or drops out
- Use wired Ethernet rather than Wi-Fi, and check the switch port for errors.
- Update firmware.
Won't turn on or status light is red/blinking
- Check the power adapter is the original one and firmly connected, and try another outlet.
- Unplug for 30 seconds and power it back on.
- Check the status light meaning in the user guide; a blinking light during startup or updates is often normal.
- If it never finishes starting, contact the manufacturer's support for a recovery.
When to contact Poly
If none of this works, the device may need warranty service (Poly warranty: 1 year). Open a case on Poly support. Bought from us? Contact us and we'll help with the claim.
More CCX 505 guides
- CCX 505 buyer's guide: specs and price
- CCX 505: setup guide
- CCX 505: Teams, Zoom and Google Meet
- CCX 505: price and what else you need
- CCX 505: full specs
- CCX 505: alternatives compared
- All Poly desk phones compared
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