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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
Locked

‎08-27-2021 01:56 AM

HP Recommended

The video of the Poly disappears after some time. The audio still continues. We need to reset the device when this happens.

 

Firmware is 3.6.0-350035. Provider is Microsoft Teams.

Microsoft Teams, Current Version: 1449/1.0.96.2021070803, Updated on: Aug 5, 2021 12:31:31 AM.
Device Mode, Current Version:1.0, Updated on: Aug 2, 2021 8:29:04 PM.

 

Settings: Video Inputs / Camera Sleep Mode: Save Energy (not: Fast Wake Up).



 

1 ACCEPTED SOLUTION

Accepted Solutions

‎08-27-2021 05:02 AM

HP Recommended

Hello @Pieter1300 ,

 

Also as stated in the release notes:

 

  • When updating to Poly VideoOS 3.6.0, you must restart your system a second time after the update completes.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

Was this reply helpful? Yes No
4 REPLIES 4

‎08-27-2021 03:03 AM

HP Recommended

Hello @Pieter1300 ,

 

Welcome to the Poly Community.


The community search finds rather quick this other post >here<

 

The next step is to contact our service team so we can establish if our partner Microsoft needs to get involved.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-27-2021 05:02 AM

HP Recommended

Hello @Pieter1300 ,

 

Also as stated in the release notes:

 

  • When updating to Poly VideoOS 3.6.0, you must restart your system a second time after the update completes.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-27-2021 07:51 AM

HP Recommended

Thank you for these pointers.

I'll restart the Polys and monitor the devices.


The update is installed automatically. So I don't know if a second reboot is already executed.

Was this reply helpful? Yes No

‎08-27-2021 08:12 AM

HP Recommended

Hello @Pieter1300 

 

you would have to manually reboot after the installation.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.