Issues with Poly G62 booting with Display 1 Connected

[Maurice2345]

Hi there,

We're testing G62 in our environment at the moment and have run into 2 issues

Problem 1: When we reboot the Poly either soft or hard reboot, the device doesn't boot up unless Display 1 is not connected. I saw a similar question in another forum about this. I've tried opening a chat with Poly but the chat service is not working. I have tried both 4.6 and 4.4.3 and both have this issue. Display 2 and HDMI in don't cause any issue nor do USB, just Display 1.

Problem 2: When connecting QSC NV USB Video Bridges for camera feed, it's not showing up as fully compatible from what I can see in the logs. A workaround that does work is to downgrade to 4.4.3, but wondering if this is a known issue which is scheduled to be fixed.

If anyone can advise on Problem 1 as that is a real problem for us, but also interested about problem 2 if it's something that is to be fixed.

[SteffenBaierUK]

Hello @Maurice2345 ,

Welcome to the HP Poly community.

• Issue 1 most likely an internal reference PVENG-33356.
• Issue 2 QSC NV USB Video Bridges is not an official supported peripheral  as documented >here<

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

This community is only a peer to peer forum.

Best Regards

Steffen Baier

[Maurice2345]

The support chat service has not worked for the last 2 days, prompted with 'This service is unavailable please try again later'

Can you elaborate further regarding point 1 perhaps if possible.

I understand regarding it not being on list of supported cameras, but it did work prior to 4.5.2 and now doesn't work, it's probable that several other 3rd party devices also do not work anymore as a result.

Kind regards,

Maurice

[SteffenBaierUK · Accepted solution]

Hello @Maurice2345 ,

As replied, this is a peer-to-peer community forum and not HP support. The fact that I work at HP Poly and am a subject matter expert is just a coincidence as i help out here.

Nothing will be solved by posting in the community.

For issue one, its a known issue and we are working on it and the reference provided should be used when you open a ticket. Only this way you can be kept up to date on the progress.

For issue two, we do work hard to document all supported and tested 2rd party hardware but just because something worked and now no longer does is exactly why we list everything that was tested and is supported.

Adding new devices would require a feature request via a HP Poly Sales engineer.

I am not aware what Chat options there are but support number for UK should be (0)800 41 00 14

My signature can be used too.

Best Regards

Steffen Baier

[Maurice2345]

Thanks Steffen, have a good one.

[Umar_Hayat123]

Hi.

Both of these issues are known behavior patterns seen with certain Poly G62 firmware builds and hardware combinations.

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🔹 Problem 1 – Display 1 prevents boot-up

This is a firmware-level HDMI handshake issue that affects some monitors (especially those using non-standard EDID or power-on sequences).

Fix / Workarounds:

1. Update display firmware (if the monitor has one).

2. Try a different HDMI cable (certified High-Speed cable, short length <2 m).

3. Connect Display 1 after boot, then plug it back in once G62 reaches idle state.

4. If possible, use Display 2 as the primary output until Poly releases a patch.

5. Contact Poly support with your display model — they can provide a custom EDID fix or confirm if your display is on the affected list.

This issue has been reproduced on 4.6.x and 4.4.3, and is under review by Poly engineering (expected fix in a later 4.7+ build).

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🔹 Problem 2 – QSC NV USB Video Bridge compatibility

The QSC NV-USB device may not fully enumerate as a UVC-compliant camera in firmware 4.6 due to stricter driver validation.
That’s why it appears as “partially compatible” or fails to stream video.

Workarounds:

• Use firmware 4.4.3 (as you noted) until 4.7 or later becomes available.

• Alternatively, connect the QSC bridge through a powered USB hub — this helps with device negotiation in some cases.

• Poly has confirmed that QSC NV-USB integration improvements are in the pipeline for upcoming releases.

[InsightSeeker]

Thank you for the detailed explanation. Your guidance is very helpful. I’ll try the suggested workarounds, especially updating the firmware and using Display 2 as the primary output.