G7500 - USB devices not discovered

[Michal_AplusV]

Good afternoon,

We have recently experienced a following problem: G7500 codec in MS Teams mode wasn't discovering USB devices (E60 camera and Shure P300 processor for audio system). After reboot everything started working fine, i.e. all the devices have been properly recognized. The customer also had a similar situation. Has anyone also met such a behavior and does anyone have a solution to it?

Best regards,

Michal Moraszczyk

[SteffenBaierUK]

Hello @Michal_AplusV ,

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.

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

[Michal_AplusV]

Hello, Steffen,

Thank you for your reply. Below there is information you mentioned: 

FW of Poly G7500: 4.5.2-454005

SW version of MTR application: 1449/1.0.96.2025203502

If there is any information which I should provide yet, please let me know.

Best regards,

Michal Moraszczyk

[SteffenBaierUK]

Hello @Michal_AplusV ,

Welcome back to the HP Poly community.

Especially when using Microsoft Teams we do recommend implementing a Poly Scheduled Reboot as this reboots both the G7500 and attached Poly peripherals.

You can set this up globally via Poly Lens or locally via the Web Interface 

• General Settings > System Settings > Scheduled Auto Restart > Enable Scheduled Auto Restart > Enabled and set a Restart Type and Restart time.

We advise you to disable any Microsoft TAC reboot

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

Best Regards

Steffen Baier

[DanielPetrillo]

 Hi There, please to help better your question with the community, please provide the 

Software Version Firmware of the Codec G7500, the MS Teams Teams App Version, agent etc.

[Michal_AplusV]

Hello, Daniel,

I already provided this information, but here you have it below:

FW of Poly G7500: 4.5.2-454005

SW version of MTR application: 1449/1.0.96.2025203502

Best regards,

Michal Moraszczyk