Poly G7500 audio crackle during sharing content

[Syiemi]

Hi All,

I having issue with my g7500 during content sharing,

There is noticeable audio crackle during sharing, and again it stopped. This is same issue as our previous member community ask but that one he using poly x50 as per below:

"there is a very noticeable audio crackle just prior to the sound coming through, and again after the sound has stopped. This happens every time, no matter what the sound is. It could be while checking the volume the PC is at, or even checking the 'narrator' voice. As soon as you press the PC for sound, the crackle happens for about 1 second, and then again when the sound has stopped for about 1 second. It almost sounds like an old record when the final track has been finished playing"

What is probably the issue?

My g7500 is connected to shure p300 dsp, and theres no problem to dsp when i bypass the g7500

g7500 firmware version is 4.0.2-384012, hardware version 7

Kindly share the workaround if anyone happen to be in similar issue.

Thanks

[SteffenBaierUK]

Hello @Syiemi ,

welcome to the HP Poly community.

Is this a day-one issue or is this a new installation?

I suggest you contact our Support organization in your region and mention 5113781993/PECS-248068.

Details are in my Signature.

Best Regards

Steffen Baier

[Syiemi]

Hi Steffen,

Thanks for quick response.

This is day one issue, previously we not using this method to share screen, only jump to same call and then sharing wirelessly from there.  I have try to swap with other unit g7500 that running with latest firmware 4.1.1 and no crackle noise occured.

Thus i suspect maybe its firmware version or setting in that unit that make this happen.

I will concact our region support and meantime anyone perhaps facing this issue maybe can advise us.

Thanks All