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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended

A customer has a G7500 and TC8 in Teams Mode.  Software is 4.1.1 up-to-date.  Customer complained about slow response time between G7500 and TC8 of as much as 3-4 seconds.  I had customer change to Poly Mode to see if problem existed there too.  Everything is fine in Poly Mode.  Is there a problem with the Teams Application? 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @bpritche ,

 

the reason we ask this is the fact that a Microsoft customer may be part of Microsoft TAP and therefore has access to later versions. Our Partner Microsoft also releases regular updates which can differ from what we add to our Firmware.

 

The quickest verification is logging into the Unit and checking Dashboard > Application Management (right-hand side)

 

The Microsoft Teams application and any other provider is 100% supplied by these Partners for their OEM solution running on our Android Systems. A bit like Microsoft Teams on an Apple Product or Google Android devices.

 

Microsoft support can check what makes an application slow as they can read their Logs.

 

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

View solution in original post

5 REPLIES 5
HP Recommended

Hello @bpritche ,

 

Welcome to the HP community.

 

You responded to a post that was already marked as solved. In addition, unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application or the exact software version that you are using.

 

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

 

As the Software and the Platform you are using is all provided by our partner Microsoft I can only suggest you open a Support ticket with our Partner as they can troubleshoot and comment on their software and their platform.

 

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

 

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

Hi Steffen,

 

I replied to that post because of what the original post stated: "with firmware known to be unstable for i.e Teams app etc." 

It appeared to possibly be related to my customer's issue.  No other posts seemed related at all. 

 

I am hardly new.  I founded a Polycom reseller company 22 years ago.  Employees of mine have posted many times; at my direction.  I have seen your name on answers for several years at least. 

 

My post specifically stated the most recent Poly G7500 s/w version 4.1.1.  I don't know how I could have been any more specific.  The most recent version is 4.1.1-386158 to be exact but that is all that is available so that is what we are talking about.  The other post was "solved" on Nov. 9th which was the very day 4.1.1 was released so that post appeared to very relevant. 

 

As far as a Teams App is concerned, I don't know how to find that information from the web interface.  My company is a Linux house.  We dumped Microsoft in 2006.  We don't have a Teams account.  I would love to tell the customer to go to their Microsoft support team but I don't know that the Microsoft App isn't actually developed by Poly.  I don't send customers elsewhere unless I know for a fact that going elsewhere is the only way to resolve their problem.  If this is a temporary problem which will be fixed with the next Poly s/w release, the customer can probably wait.  They are annoyed by the slow response but not dead in the water.  I did set-up a G7500 with a TC8 in my conference room with the 4.1.1 software load and put it in Teams Mode but I didn't see a slow response on the TC8.  However, since I don't have a Teams account and cannot log-in; what I can do on the TC8 is very limited. 

 

If there is a way to identify the Teams App which is being used, please tell me how.  If there is a known problem with the Teams App, please let me know.  If this is a problem which you have ever heard of prior, please let me know.  Is the Teams App which loads onto the Poly G7500 in Teams Mode developed by Microsoft or is it developed by Poly? 

 

Best regards,

Bret Pritchett

GAVX Inc.

HP Recommended

The TC8 s/w is "Current Version: 4.1.1-211267" which loads automatically with G7500 version 4.1.1-386158.

HP Recommended

Hello @bpritche ,

 

the reason we ask this is the fact that a Microsoft customer may be part of Microsoft TAP and therefore has access to later versions. Our Partner Microsoft also releases regular updates which can differ from what we add to our Firmware.

 

The quickest verification is logging into the Unit and checking Dashboard > Application Management (right-hand side)

 

The Microsoft Teams application and any other provider is 100% supplied by these Partners for their OEM solution running on our Android Systems. A bit like Microsoft Teams on an Apple Product or Google Android devices.

 

Microsoft support can check what makes an application slow as they can read their Logs.

 

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

Thank you Steffen, I learned a lot of things, quickly from your response, which should help me to better support not only this customer but others in the future. 

Best regards,

Bret

GAVX Inc.

† 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>.