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

I have an HDX6000 which is unable to play audio from the other end.  Video is received and video/audio is transmitted to the other party but audio is not being played.  When it was functional sound and video played from HDMI.

 

Monitor -> Video Format -> HDMI

 

Looking at the Audio Settings I show constant activity under Audio Output section when call has ended.  Any thoughts of what can cause this?

 

 

7 REPLIES 7
HP Recommended

Does the HDMI cable you have work on other devices and provide audio?

 

Is the volume turned up on the Display and the video system?

 

Have you used the RCA outputs and is audio there?

 

You are using HDMI on the display, does it have a configuration for audio?

 

Those are the type of things I can think to check.

HP Recommended

Hello  in addition to check the local auio setttings go to diagnostics and do a speaker test:then you know the

local audio settings are fine

 

Good luck

HP Recommended

Can you please elaborate on your 4th recommedation?

 

1.  I will try another HDMI cable, but I cannot imagine that he HDMI cable would have trouble with audio only and not the video as will.

 

2.  Volume is turned up on the system and display.

 

3. RCA output do not provide audio output.  When completing Diagnostics->Speaker Test the Audio Meter shows Line Output activity, however I have not sould played from display.

 

4. Please clarify this.  I am not aware of any additional configs for audio.

 

HP Recommended

On #4, make sure the display is configured properly if it has options for audio on the HDMI, or is the display looking for audio on another type of input.

 

If you are not getting audio on either the HDMI or the RCA I would begin to suspect that there may be an issue with the system and would recommend calling service.

HP Recommended

I have a similar problem, but I am not using an HDMI cable. I have simply tried to install and use the Realpresence Desktop from my laptop (ACER Aspire V3, Windows 8.1). My roommate's tower PC also shared the problem while running Windows 8.0. Audio and Video are transmitted, but only Video is received (I don't hear anything, even though all of my computer audio settings show that sound would play). In fact, using the statistics feature, I have noticed that there are only three data streams. Local Video and Audio, and Incoming Video. On macbooks, I have had the software work flawlessly with four data streams listed in the statistics: Video and Audio for local and incoming.

 

Anybody solved this problem?

Kautz

HP Recommended

This does look like a stale topic, sadly.

HP Recommended

Have you tried testing with both your HDX 6000 and the RPDesktop to test numbers and what was the results of those tests. 

 

There are test number on the Polycom support web site  here

 

Or another member on this board has a very popular test site: 

Test your video at: 71.14.2.158 or 71.14.2.157

Digital Video Loopback at: 71.14.2.154

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