Poly GC8 - magnified and zoomed screen

[BK70139]

Using Poly E70, R30, and USB Studio with an accompanying GC8 panel. The GC8 panel image is magnified or zoomed in, creating a situation where the buttons on the unit are completely out of reach. Furthermore, systems are also experiencing the image on the TV significantly off-center. 10+ systems.

[SteffenBaierUK]

Hello @BK70139 ,

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 you use.

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. This is stated in the FAQ or Read 1st section and explained why this is important.

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

[BK70139]

Which of the products I mentioned does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application?

Poly E70 Camera

Poly R30 

Poly USB Studio

Poly GC8 MTR Control Panel

[SteffenBaierUK]

Hello @BK70139 

we assume the GC8 is connected to a Microsoft MTR. Which type of MTR is this?

• Lenovo
• Dell
• HP

What Teams version are you currently using?

What version is the GC8 running?

Please work with our support team if no other volunteers reply.

Best regards

Steffen Baier

[Teckniq]

We have the same problem in 1 or 2 rooms of the 30+  MTR rooms, but i'am unable to find the solution.

Described problem is not directly visible, it happens after some time. If u scan the QR-code from the tv screen and start a meeting from a companion device, the Poly GC8 could return to normal state but this not always the case.

HP Mini Conferencing G9 PC with Microsoft Teams Rooms -
 - OS version: Windows 11 IoT Enterprise 22H2 – 10.0.22621.3737
 - BIOS version:  U21 Ver. 02.13.02

Poly GC8 - Software Version: 1.4.3.000336
Poly Studio E70 - Software Version: 1.9.2-522005
Poly Lens Room app - Software Version: 1.5.112
Poly Trio C60 SpeakerPhone - Software Version: Unknown

Already done;
- Windows up-to-date (also optional updates)
- Firmware updates of all HP\Poly Hardware
- MTR PC reset to defaults and re-configured from scratch with Autopilot. Same problem 😞
- MTR PC cables to Poly GC8 removed and re-attached.
- We have 30+ MTR rooms, but we see this problem only in this room as mentione d above.

[SteffenBaierUK]

Hello @Teckniq ,

welcome to the HP Poly community.

Thanks for providing most of the information. What Microsoft Teams version is this running? 5.0.305.0 ?

As we cannot solve such complex installations via the medium of a community forum I suggest you contact our Support organization in your region. Details are in my Signature.

Other Volunteers are welcome to comment. Most likely our Partner Microsoft would need to be consulted as it is their OS being used and their Application Microsoft Teams.

Best Regards

Steffen Baier

[Teckniq]

Teams Rooms on Windows version 5.0.230.0 (5/23/2024)

The lastest update 5.0.305.0 (6/3/2024) is only for GCC-High customersand is a manual update.

 Release notes for Microsoft Teams Rooms - Microsoft Teams | Microsoft Learn

Will contact the support department, we'r getting more and more rooms with these issues 😞

[SteffenBaierUK]

Hello @Teckniq 

Our Partner Microsoft or HP Poly Support? If HP Poly please let me know the case number so I can alert the team. If Microsoft please share the ticket reference too so we can follow this up wit our Partner.

Best regards

Steffen Baier

[SteffenBaierUK]

Hello @BK70139 , @Teckniq and others,

From a Customer who had raised the Ticket with HP Poly support and our Partner Microsoft, we got confirmation that the issue they had reported to Microsoft is classed as a bug.

The Microsoft Ticket reference shared is #2406270050002805 /Bug 3858857 and affects Windows MTR Teams app version 5.0.230.0 and 5.0.111.0 version.  From the above ticket, the change is planned for July. I recommend opening a Microsoft Ticket to verify the issue seen is the same as that experienced by you and to be updated on timelines.

The above is an important reminder to post all software versions used as outlined in the ReadMe First or the FAQ.

Best Regards

Steffen Baier

[Teckniq]

@SteffenBaierUK; Thanks for sharing below update, its appreciated.

I've also created a ticket today @Microsoft > Reference; 2407021410002736‎. Awaiting there answer.

This issue is creating a big negative user experience and a lot of support incidents at our sites, because almost in all rooms the issue is occuring (they are all updated to 5.0.230.0

I Hope that Microsoft is able to release the patch\update earlier.