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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 am experiencing loss of near-end audio pickup part way through video calls on a HDX 9002 running version 3.01. Prior to loss of audio, the Audio Meter screen within the Diagnostics menu shows color bars when sounds are picked up by the near-end Polycom table mic pod. Once audio pickup has been lost, the Audio Meter shows no color bars so no sound is being picked up. The System Status page however still shows the mic to be connected (green). The mic itself is also lit green (so is not muted).

 

This loss of audio occurs at any time during both ISDN and IP calls from various far-ends (Polycom VSX, Polycom m100, non-Polycom). It would appear to not recover itself if left alone. Killing the call and reconnecting does not solve the issue.

 

The only workaround I have found is to do a full power down (not remote reboot via webpage). Once powered up, the audio pickup works again, at least for a time. Swapping the mic for a different unit does not solve the issue.

 

Is this a software or hardware issue, and are there any fixes?

Thanks.

6 REPLIES 6
HP Recommended

Hello mj-185,

welcome to the Polycom Community.

The HDX 3.0.1 Software is rather outdated and the latest version is 3.0.5. Please test this and report back here.

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

We do not have a maintenance contract on this unit, so we have no way of testing a new version of the software.

HP Recommended

Hello mj-185,

 

an upgrade from 3.0.1 to 3.0.5 should not require a maintenance contract.

 

Please check => here <= for the software and the release notes.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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

I have installed version 3.0.5 but the same audio issue re-occurs, so it looks more likely to be a hardware issue.

 

Thanks for your help anyway.

 

Regards

Martin

HP Recommended

Is this using the factory mic-array cable or has the cable path been modified in any way?

The primary earth (ground return) in that cable sets the reference point for the microphone data path and if that path is not perfect then the audio bus cab become unreliable.

HP Recommended

I am having exactly this problem too on HDX 9002 running 3.1.5.  I have changed all cables and mic, tried both mic ports, last tiime I tested the call lasted 3.5hrs before the mic halted, only a power down and re-boot fixed it, until it stopped again next call.  I have re-flashed the firmware, erasing flash so haven't any unusual settings.  Seems so strange that a hardware issue could be so intermittent but at the same time goes wrong on every call (eventually).  Does anyone have any more thoughts on what might be happening?

† 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>.