G7500 USB audio taking long time to initialize

ChrisSD · ‎03-25-2024

Hi All, Had an issue with E70 camera tracking with the 7500 running on Android. Got a debug build of the next firmware version 1.9.0 which resolved my tracking issues (rolled back as didn't want to keep running a debug build). However as part of the prerequisite was asked to make sure I was running everything on the latest firmware etc. I updated the unit to 4.1.3 and the teams client to 1449/1.0.96.2023120801 I was not aware of any issues after this upgrade. Last week I updated the teams client to 1449/1.0.96.2024030101. I was told today that audio on calls was taking a long time to connect however there was no detail around how long the issue had been happening. If I reboot the 7500 my first call works as expected however all the following calls have a 12 second delay. I rolled back to 4.1.2 of the firmware which didn't make a difference. I suspect I need to roll back the Teams client to 1449/1.0.96.2023120801. Other than doing a device reset I can't see an easy option to revert the teams client. Am I missing something obvious?

ChrisSD · ‎03-28-2024

After doing a reset on the system, which rolled the teams client back to 2312... the issue still persisted "My initial guess that it was a teams client issue was wrong". I rolled the firmware forwards to 4.1.4 which was released today however still the same issue. I then pushed the firmware back to version 4.1.1 which resolved the issue.

I then confirmed my findings pushing firmware forwards to 4.1.2 and I could immediately replicate the issue with audio taking a long time to come online.

Looking at the USB audio input on the 7500 before the meeting I can see audio with the input indicator going up and down. When the meeting initializes the audio input line remains at 0 for 12 seconds before it starts working again. I have raised a ticket with HP support so hopefully they can push a fix for this.

SteffenBaierUK · ‎04-02-2024

Hello @ChrisSD ,

welcome back to the HP Poly community.

What is the ticket number so other users can check this if they find a similar issue?

Best Regards

Steffen Baier

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ChrisSD · ‎04-02-2024

Case Number 5121713364

However I have not made any progress on the HP side yet.

Meghana_10 · ‎04-02-2024

I am really sorry for the trouble it has caused you.

I have escalated this issue. The concerned team will contact you and help you with the concern you are facing.

Regards,
Meghana

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