Network and peripheral problem on Poly X50

[Jiřina]

Hello there, we have 3 Poly Studio X50 cameras with Poly TC8 in our company and one of them has problem with spontaneous network disconnection - as the network card suddenly stop working and power reset of the camera is needed. I suspect that all of the other peripherals are not functioning at that moment. Unfortunately it happens quite frequently. There is also problem with scheduled meeting which often does not appear on TC8 when the network works and manual call has to be done. I already tried many factory resets and resetting accounts, even FW downdate and immediate automatic update - all of that without change. What would you suggest to try more?

[SteffenBaierUK]

Hello @Jiřina ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application version you use.

For example, Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode etc.

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 contacting our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Jiřina]

Alright then. We are using MS Team 1449/1.0.96.2025208203 and the current FW verison is 4.6.0-436380 and the version I downdated to was 4.5.2-454005 I believe - it was a month ago already..

[SteffenBaierUK]

This needs to come into support

[Jiřina]

Can you send me some links to support please? Which support should I use? Poly/HP? There is a huge problem to even check warranty of the unit.. it does not recognises the SN and tells me to type in Product number but literally nothing pass through it.

[SteffenBaierUK]

Hello @Jiřina 

Poly Support | HP® Support

Best regards

Steffen Baier