• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended
poly x50
Microsoft Windows 10 (64-bit)

Hello, I have been attempting to solve multiple issues with the Poly X50/TC8 that we have set up. 

The first issue that we have that affects multiple setups of a X50+TC8 is that the audio in our Teams calls, the audio coming from the room to other call participants is extremely quiet. We attempted to fix this by adjusting the gain for the X50 through the web settings, but even at +10db, it had not affected the volume at all. 

 

The second issue, is with Device Mode. We are using the proper USB cables, and HDMI cables, but when we hook up a computer and the system goes into Device Mode, it duplicates the display of the TC8 saying that the camera and mic from the X50 is usable from the computer onto the displays that the meeting is supposed to be displayed on, instead of duplicating the computer's screen/Teams content.

 

This is particularly weird, since it was working just fine until about a week ago. It recognizes when the USB is plugged into the computer, but nothing happens when the HDMI is plugged in. 

 

Any help would be appreciated.

2 REPLIES 2
HP Recommended

Hello @JessieD_KR ,

 

Welcome to the HP community.

 

Unfortunately, Your post does not contain the currently used Software version for the HP Poly product or the Partner application you are using.

 

This is important especially in the future when someone finds this post in days, months, or years to come.

 

In regards to the Audio Issue our Partner Microsoft made a change on their platform which required Poly Studio X30 or X50 to raise the Microphone gain to 18dB. This affected all software versions. PolyOS 4.1 was released last week and addresses this on our end so users should no longer be affected.

 

For your 2nd issue, I recommend opening a separate post as we cannot try and troubleshoot 2 separate issues in one post.

 

The initial suggestion is to ensure the unit is upgraded to PolyOS 4.1 and both the Studio X50 and the touch console / TC8 are running a currently supported Microsoft Teams version via the TAC. If you still have issues please work with our support organization in your region. Details on how to contact us are in my signature

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Thanks. I will try to get the 4.1 update pushed through! 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.