Poly Studio X50 Resolution Problem

[Anonymous]

Hello poly experts,

I have a mysterious problem with the Poly Studio X50 in my company. 

In Teams mode the screen appears in the wrong resolution or wrong scaling. The screen is like zoomed in to top left. I attached a picture of the screen so you can see what I mean.

I already updated to the newest firmware and to newest Teams firmware in the Poly config. I also made a factory reset. In other apps of the Poly Studio the screen appears normal. I also tested it with other screens like Samsung and Fujitsu but the screen is still like zoomed in.

Did anyone had the same problem?

Sincerly

Daniel-S-ProComp

[SteffenBaierUK]

Hello @Daniel-S-ProComp ,

Welcome to the Poly community.

Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id and in the case of Microsoft Teams all the details about the Teams app. Our Partner Microsoft has the ability to upgrade the software of their applications so it is important to know what is being used and not what is part of our firmware

Is this being used in Microsoft Teams mode or in device mode?

I suggest you open a support ticket with our support organisation in your region.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Anonymous]

Hello Mr. Baier,

the build version of the Poly Studio X50 is 3.7.0-352042. The Microsoft Teams version is  1449/1.0.96.2021070803. Its being user in Microsoft Teams Mode. 

I already opened a support ticket but they want me charge for the help because the my Poly is out of warranty.

Sincerly

Daniel-S-ProComp

[SteffenBaierUK]

Hello @Daniel-S-ProComp ,

Your post ended up in the Spam Filter so I moved this here. 

You stated you are using the latest software but at the time of writing this reply, this is already 3.7.1 as we released this at the beginning of November.

In addition our Partner Microsoft has already released the Microsoft Teams update via the Teams Admin Center TAC aka 1449/1.0.96.2021100102 which addresses issues mentioned in MC291061

As the unit is out of warranty why is this the 1st time you see this issue? Have you not used the unit since purchase with Microsoft Teams?

Does this work for Poly or Zoom mode? If yes we can only ask you to raise a ticket with our Partner Microsoft so they can look at this as it is their APK running on our device.

Best Regards

Steffen Baier

[Anonymous]

Hello @SteffenBaierUK,

now I updated the firmware to 3.71 but the problem still appears.

I can´t update the Teams version on this Poly system. 

I have tested it with Device mode, Poly mode and zoom mode.

In device mode the problem is still there.

However in Poly mode and zoom mode the screen resolution is normal 1080p.

In conclusion, the problem has to do something with Teams. 

I have used Teams since it was supported for this system. And used it regularly till march 2021. Then it wasn´t used a while till this happened. And this happened the first time.

Where can I create a ticket at microsoft?

sincerly

Daniel-S-Procomp

[SteffenBaierUK]

Hello @Daniel-S-ProComp 

what is stopping you from updating the APK via the TAC?

From our FAQ:

Sep 14, 2021 Question: How can I report Issues with Teams running on a Poly device in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

Best regards

Steffen Baier

[Anonymous]

Hello SteffenBaierUK,

sorry that I didn´t replied for 2 weeks. I had to wait for my Teams administrator. 

We have tried to update the Poly X50 but it was already loged out of Teams. 

I couldn´t login because the wrong resolution didn´t show me the login button.

So I had the magic plan to use HDMI 2. And surprise surprise....the screen appears normal. 

So I could login to Teams. I updated the Teams Firmware und Poly Firmware.

It works normal with HDMI 2 but if I switch to HDMI 1 then the screen appears in the false resolution like before.

I tested everything with HDMI 2 and it works perfectly.

I´m happy with my own solution because we only have one screen in our conference room.

Maybe a thunderstorm caused damage to HDMI 1 or some other problem on out Poly X50

So this case is closed for me. 

Thanks for the help

Daniel-S-Procomp

[SteffenBaierUK]

Hello @Daniel-S-ProComp 

thanks for providing feedback. I suggest disabling the HDMI ports via the Studio X Web UI that are not used as they are both set to automatic.

No case was raised by posting in the community so nothing to close.

If you need further support please work with our official support organisation.

Best regards

Steffen Baier