PolyOS 4.6.0 Device Mode / Sharing Black screen

[JV-AU]

Hi - recently started applying 4.6.0 to my fleet of codecs which are all configured for MTRoA. Applied to two x52's and x50 initially, all with same results; once entering device mode  or Teams Sharing the attached monitor goes black, but can still hear USB audio from the codec. 

I have several configurations where the PC (Windows 11 current build) is attached to the codec directly (USB/HDMI) or over extenders - it doesn't matter the result is the same. Once device mode / teams sharing is activated, video is lost. The PC's are OK - I ran one up as a test with a secondary monitor attached which was still showing video whilst the codec output was blank.

I've rolled all of the affected devices back to 4.5.2 and they are working as expected again with no adverse effects. 

Is anyone else seeing this before I log a ticket with support?

[M_Salman · Accepted solution]

@JV-AU Welcome to the HP Poly Support Community.

Thanks for reaching out about your query regarding the Poly device.

It seems you are experiencing a known issue that has been documented with Poly VideoOS version 4.6.0. In this release, while using Microsoft Teams Rooms on Android (MTRoA) environments, some users have reported issues where their displays go black when entering device mode or during Teams Sharing sessions. Despite this, audio can still be transmitted through the USB connection.
 

As of the release notes for Poly VideoOS 4.6.0, there is no specific workaround mentioned for this particular issue, suggesting that it may be a recognized bug. It is recommended to ensure all the connected devices, including extenders and other peripherals, are fully updated according to the specified compatibility and requirements outlined in the 4.6.0 release notes. Additionally, you might consider checking for any environmental or setup-specific factors that could influence the behavior.

For more details, you may explore the Poly VideoOS release notes 4.6.0.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

@JV-AU  A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help you with the information.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Thanks again for your confirmation, and we wish you an amazing day ahead!

Regards,

Salman

[JV-AU]

Thanks for the reply @M_Salman, I'll keep my fleet on 4.5.2 until the problem with Device Mode is resolved.

In order to assist future enquiries, can the release notes please be updated to acknowledge the known issue - it is not currently listed.

Poly Documentation Library

[SteffenBaierUK]

Hello @JV-AU ,

Welcome back to the HP Poly community.

If I understand @M_Salman reply correctly there is nothing mentioned in the release notes that would cover your issue. This seems to be a new issue and would need to come into Engineering.

Via the medium of a peer 2 peer end user forum we cannot do this.

Best Regards

Steffen Baier