Poly Studio X70 & Poly G7500 - Audio "crackling" when using "Enable USB Audio" feature with BIAMP

[EliasPAV]

Hello,

I wanted to start a thread on this, in the event others run into this issue.

I've been working with HP/Poly Support as well as BIAMP Support, both of which I have an on-going case with to tackle this.

Currently we're experiencing issues with multiple Poly meeting solutions such as Poly Studio X70, and Poly G7500. We have a BIAMP TesiraFORTE AVB VT with an EX-UBT as the USB audio interface.

A lot of our customers use these setups on various platforms (Zoom Room, Teams Rooms, Device Mode, etc.) we've noticed this seems to happen across the board - even when the Poly device is set to "Device Mode" provider mode.

We performed 1000Hz test recordings whilst in various modes and eliminated the possibility of this being related to network stability by recording to a PC locally (not through a video conferencing application) when using the "Device Mode" feature of the Poly.

We've performed tests on 4.1.0 - 4.3.0

Here's an example of what we'd see after some time would elapse:

Firmware 4.1.0 seems to have yielded somewhat better results - two blips in the audio recording but nothing as intense.

Anything else above 4.1.3 seems to have more severe audio crackles overtime - as seen on the above recording.

An example of errors we see below that may be related it seems to be commonly shown up when the audio issue surfaces.

2024-06-21 15:47:06.788 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 39890
2024-06-21 15:47:06.788 WARNING  CEng: audio: AudioMixerWork() took too long to get a frame of data from inputs 40 ms 
2024-06-21 15:47:06.789 ERROR    klogd: snd_pcm_update_state: avail >= runtime->stop_threshold (Card: 2, Device: 0, Playback - EX-UBT-05665381)
2024-06-21 15:47:06.808 DEBUG    CEng: AudioHWMgr: mic-in: more buffers present in ABQ 1 
2024-06-21 15:47:06.808 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 56
2024-06-21 15:47:06.808 DEBUG    CEng: AudioHWMgr: mic-in: No data in both direct and regluar path, break out here.
2024-06-21 15:47:06.824 INFO     logcat: chatty(14760): uid=10146(us.zoom.zoompresence) CodecLooper identical 5 lines
2024-06-21 15:47:06.824 INFO     logcat: ACodec(14760): DROPPING FRAME!
2024-06-21 15:47:06.824 WARNING  logcat: PolyStreamScaler(1045): mHalResultsQueue.size = 0. So scaler does nothing!!!
2024-06-21 15:47:06.839 INFO     logcat: ACodec(14760): DROPPING FRAME!
2024-06-21 15:47:06.868 DEBUG    CEng: AudioHWMgr: mic-in: more buffers present in ABQ 1 
2024-06-21 15:47:06.868 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 39751
2024-06-21 15:47:06.868 WARNING  CEng: audio: AudioMixerWork() took too long to get a frame of data from inputs 40 ms 
2024-06-21 15:47:06.868 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 59
2024-06-21 15:47:06.869 DEBUG    CEng: AudioHWMgr: mic-in: No data in both direct and regluar path, break out here.
2024-06-21 15:47:06.908 DEBUG    CEng: AudioHWMgr: mic-in: more buffers present in ABQ 1 
2024-06-21 15:47:06.908 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 39692
2024-06-21 15:47:06.908 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 40
2024-06-21 15:47:06.908 WARNING  CEng: audio: AudioMixerWork() took too long to get a frame of data from inputs 38 ms 
2024-06-21 15:47:06.908 DEBUG    CEng: AudioHWMgr: mic-in: No data in both direct and regluar path, break out here.
2024-06-21 15:47:06.968 DEBUG    CEng: AudioHWMgr: mic-in: more buffers present in ABQ 1 
2024-06-21 15:47:06.968 DEBUG    CEng: AudioHWMgr: android_outtask_mic cycdiff 40117
2024-06-21 15:47:06.968 WARNING  CEng: audio: AudioMixerWork() took too long to get a frame of data from inputs 40 ms 

The most recent test done was on the following setup - and the results were audio crackles still:

We confirmed the BIAMP equipment was good - tried multiple versions including the latest - and the issue would still occur. We tested the BIAMP directly with a PC to confirm the EX-UBT wasn't causing an issue, and it was recording clean with no audio artifacts.

The audio crackles seem to show up, on average, 25mins~ into using the Poly system.

--

Unfortunately, also, we tried performing a workaround by using 3.5mm input and output to try analog instead of USB - but on the Poly Studio X70, the internal microphone array remains active even when we have external analog microphones connected to the Poly X70 3.5mm input! Causing two microphone-types to overlap, introducing undesired audio quality (reverberations from the internal microphone array on the Poly X70 being far from the speaker, delay effect because of latency between input sources, etc.).

Documentation specifies that the 3.5mm can be used for inputting microphone audio to playback to the far sites.

A case has also been opened with HP/Poly Support on this matter.

[SteffenBaierUK]

Hello @EliasPAV 

what is the HP Poly ticket reference?

Best regards

Steffen Baier

[SteffenBaierUK]

Hello @EliasPAV 

your updates endet in the SPAM folder most likely as the number may represent a phone number.

I look into this

Best regards

Steffen Baier

[EliasPAV]

Hi Steffen,

All my replies seem to have been removed due to an error. See below screenshot:

<removed by a mod>

[SteffenBaierUK]

Hello @EliasPAV 

we do not support Case Numbers or other identifiable customer data. I am communication with the engineer who is looking at this.

Best regards

Steffen Baier