Poly GC9 HP - HDMI Ingest No Audio

[maltba90]

I am having an issue with HDMI ingest through my GC9 HP Mini.

We get video but no content audio.  It appears to work intermittently when in a MS Teams Meeting, but when outside of a meeting we get no audio.   At one point after going into the Admin profile to verify audio settings the content share outside of a meeting started working.  Went back to test the next day and audio was not being passed over hdmi in anyway, in or out of a meeting.

I have seen some similar post here describing pretty much the same issue.  And from a recent conversation we were told that: "Official poly support stance is that content audio sharing is NOT supported on these devices"

Is this accurate?  It works at times, and we are looking at a way to split our HDMI audio out and directly into our Audio DSP.  We are worried there will be moments when their might be dual audio coming out.

More importantly is that our Poly tech said this isnt support and if we required it to be on a new patch to communicate through our sales rep to request a patch.  Is this not already in the pipeline?

Thanks for your time, whomever might know.

[maltba90]

Looks like our issue came from the Extron TX RX Edid settings.. The output format had to be changed from auto to 

HDMI RGB 444 Full

[M_Salman]

Hi @maltba90 Welcome to Poly HP Support Community.  
 

Thank you for the information. Please let us know if the issue persists after making any changes, or you can contact our support team by following the link below:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[SteffenBaierUK]

Hello @maltba90 ,

welcome to the HP Poly community.

Your post is a good example of what was originally missing, but thanks for clearing the Extron part at the end.

A post should include all components as the G9+ and the TC10 devices work well and support Audio via HDMI in just like our previous solutions using a Dell or Lenovo and the GC8 did.

You missed out on any software version of the components and also you did not initially mention any additional equipment used in your specific set up.

It also sounds like you are already in communication with Poly tech support so I suggest when closing your ticket to mention the Extron being the fact for the problem in the 1st place.

Our community volunteers cannot assume all of the above and therefore, if you want help from us, you should include all this in your post.

Best Regards

Steffen Baier

[maltba90]

Came here because there were similar post from a couple years ago. And because polly support closed two of our tickets based off a L1.5 engineer saying audio over hdmi input was not supported on these devices. 

[SteffenBaierUK]

Hello @maltba90 ,

it would help to train our L1.5 users to not provide incorrect replies depending on what was asked or how.

Would you have the case reference so I can follow this up and ensure the agents are trained appropriately and have the right documentation?

Our Partner Microsoft would be responsible to document this in a table but from their overview >here<

4.7.15.0 (12/11/2020) introduced the feature via:

• Share HDMI audio to meeting participants in Teams meeting

4.9.12.0 (7/28/2021) fixed a feature around it via:

• Fix for HDMI audio causing lower call volume. HDMI audio feature is automatically enabled for all devices with application build 4.9.12.0.

Pretty sure there is a Menu in the TAC or on an individual device but I do not have any powered up at present to verify this. In the past there was an option to enable the Audio Part but again our Partner Microsoft should be consulted.

Best Regards

Steffen Baier