Audio cracking when sharing HDMI with audio on G7500 Codec in teams mode.

[Obi1Zenobie]

Hi Guys,

I've seen this posted several time, but recently and old installation which has been working good for a few years has developed audio crackling when sharing HDMI with audio.

So we have a G7500 connected to a Tesira Sever IO via line out.

The audio issue only happens when HDMI content is shared and only when we play a audio/video file on the content, it crackles a a second or 2 at the beginning of the audio and at the end.

If noise cancelation is enabled this fault is even more noticeable and this also adds delay to the audio coming form the HDMI share.

[SteffenBaierUK]

Hello @Obi1Zenobie ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, or the Partner application version you use.

For example Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode etc.

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Obi1Zenobie]

Hi Stephen,

So we are running OS version : 4.4.3-438012, with zoom, the zoom is on the latest firmware 6.1.0

I can provide the serial number as well if needed

[SteffenBaierUK]

Hello @Obi1Zenobie ,

Welcome back to the HP Poly community.

PolyOS 6.4.3 is not a supported version anymore. At present we support PolyOS 4.6 and PolyOS 4.5.2

A current Zoom app would be 6.6.1

EDIT: Most likely you are running into a known issue and need to contact support. Please mention EN-239210

Best Regards

Steffen Baier