Solved: PolyOS 4.1.0 Audio Issue with G7500 - HP Support Community

mkeiser · ‎08-25-2023

Hello,

There seems to be a widespread issue with the recent PolyOS 4.1.0 update. The 3.5mm audio output jack on G7500 devices does not work on this update. Can Poly release a quick fix for this issue?

Thanks,

mkeiser · ‎08-25-2023

We found the solution!

Log into the Web UI of the G7500. Navigate to 'Audio / Video' -> 'Audio' -> scroll down to 'Audio Output' -> under 'Speaker Options' -> select 'Line Out'

Previous PolyOS versions did not have this as an option. The only Speaker Options were TV Speakers. So PolyOS 4.1.0 broke that signal path.

View solution in original post

mkeiser · ‎08-25-2023

We found the solution!

Log into the Web UI of the G7500. Navigate to 'Audio / Video' -> 'Audio' -> scroll down to 'Audio Output' -> under 'Speaker Options' -> select 'Line Out'

Previous PolyOS versions did not have this as an option. The only Speaker Options were TV Speakers. So PolyOS 4.1.0 broke that signal path.

SteffenBaierUK · ‎08-25-2023

Hello @mkeiser ,

welcome to the HP Poly community.

If any issue is found with the new software I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

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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

ChrisAdc · ‎08-28-2023

Also had a similar issue. Line out resolved it.

DanielPetrillo · ‎08-30-2023

I have reported this issue previously with 4.1 Beta/DEV as well. There are new selections that become available once you upgrade to the latest firmware on the Poly G7500, Just ensure you go in and change this setting otherwise folks may be asking why the volume is low on the TV!.

Thanks

Dan Petrillo

PolyOS 4.1.0 Audio Issue with G7500

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