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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎07-06-2023 07:25 AM

HP Recommended

Image from monitor 2 when the MTRoA equipment is in a call appears cut off.
Without being on the call, the image appears normal.
Is anyone having the same problem?

Poly OS 4.0.2-384012 + Teams App 1449/1.0.96.2023062301

6 REPLIES 6

‎07-06-2023 09:20 AM

HP Recommended

Hello @Aluizio Deodato 

 

Welcome back to the Poly Community.

Is this when HDMI sharing? Is this only since PolyOS 4.0.x?

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


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

‎07-06-2023 09:53 AM

HP Recommended

Hello SteffenBaierUK, this only happens with monitor 2, when the equipment is on call.
When we were on Version Poly OS 4.0.1 Teams App 1449/1.0.96.2023050203 this did not happen.
I believe it is some failure in the image being sent by the MS cloud. I'll be opening a ticket there, and I'll come back with news.

Was this reply helpful? Yes No

‎08-03-2023 01:00 AM

HP Recommended

I have the same issue. Tried to reply on the old Poly site, but couldn't logon (assume due to migration here).  Have also raised it with Poly.

Was this reply helpful? Yes No

‎08-03-2023 01:13 PM

HP Recommended

Please do not hesitate to contact Poly Customer Care Team at 800-985-9815. 

Was this reply helpful? Yes No

‎08-04-2023 09:58 AM

HP Recommended

Hello @ChrisAdc 

 

to my personal knowledge, this is an issue specifically with our Partner Microsofts Teams application 1449/1.0.96.2023062301. The issue does not occur with 1449/1.0.96.2023060802 or any older version.

 

Microsoft is aware and a software update on their end should resolve this.

 

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

‎08-04-2023 03:57 PM

HP Recommended

All good Steffan, have also been advised by MS.  Obviously testing of the app isn't as thorough on the Andriod side 🙂

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>.