Poly X50 camera not working using Zoom while in Microsoft Teams mode

[DaleCan]

We have 4 Poly Studio X50's that we have converted from Poly RealConnect to using Microsoft Teams mode.  They are working great when using Microsoft Teams.  On the TC8 we have turned on the third party meetings availability for Zoom.  Zoom meetings work for audio but not video.  You see a split second of video but then the video goes black like there's some setting taking over.  We have two software versions amongst the 4 Poly X50's, 4.1.0_00-180034 and 4.1.0-382263.  The y are on Microsoft Teams version 1449/1.0.96.2023062301.  On a side note we have recently purchased a Poly Studio X70.  It was initially set up in Microsoft Teams mode and the Zoom audio and video work fine.  Any suggestions on how to resolve this issue?

[SteffenBaierUK]

Hello @DaleCan ,

welcome to the HP Poly community.

All units, if you are using Microsoft Teams should be on 4.1.0_00-180034 as this also includes the latest Microsoft Applications that prevent the Microsoft issue with unpairing of the Touch console.

These run:

• Admin Agent: 1.0.0.202306202019.product

• Teams: 1449/1.0.96.2023090601

• Company Portal: 5.0.5954.0

Is the Studio X 70 that works in the same Network segment and is it using the same type of account?

I would suggest contacting our Partner Microsoft as they ultimately host the platform Teams that you are using with the Microsoft Teams software they are supplying.

If you still believe HP Poly should help you I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[DaleCan]

Yes the Poly X70 is on the same network segment and is using the same type of account.  Regarding the different software versions, two of the Poly's were converted to Microsoft Teams mode last week.  After the change the "download update from" setting was automatically changed from Polycom support site to Microsoft Teams Device Management.  I didn't want to change that.  So, the two Poly X50's that were changed to Microsoft Teams mode last week haven't updated while the two Poly X50's that were changed this week had the update pushed to them.  Should I change the "download update from" back to Polycom support site or leave it with Microsoft Teams Device Management?