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HP Recommended

hey there,

 

My users have recently noticed an audio delay between picture and sound when in a call.  we have a computer attached to input 4 which we use to play videos for client review.  when not in a call picture and audio sync fine, when in a call there's a noticeable delay in the audio.  we've run this setup for awhile without issue, just a recent occurance.  anyone have any insight?  I should mention we're running a fully updated HDX 8000.  

 

thanks

2 REPLIES 2
HP Recommended

Hello jatkinson,

welcome to the Polycom Community.

  • What is the current Software Version of the HDX?
    Did this speed issue only occur after you updated the HDX and have you tried downgrading?

  • Are you talking about a delay between shared content or is there a delay in the Video / Audio of the actual video conference?
    If content what frame rate has the content?

  • Is this an external call to another party via WAN or internal via LAN?

  • Did you check the call statistics of the individual call?

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


Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
HP Recommended

hey steffen,

 

I'm running the latest software 3.1.4-43132.  It was exhibiting this on 3.0 as well.

 

They are noticing a delay in the audio of shared content.  for instance, they'll hit play, the video starts and then they start to hear audio by about a second and a half or so. 

 

I've tested by connecting to a number of your test sites.  It appears that the delay worsens depending on the video format (SIF, 2SIF, 4SIF).

 

When not connected in a call and previewing the video, the audio sync is perfectly acceptable.

 

cheers.

† 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>.