• ×
    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
The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hello,

 

Specs:

Polycom HDX 7000

Software Version = Release - 3.1.10-51067

 

Lifesize ICON 600

System version = LS_RM3_2.9.1 (2001)

Secondary Stream is active for the Polycom unit.  

 

Sending content from the Lifesize to the Polycom.  The Polycom graphic diappears on the display configured for content and the system reboots.

Changed Call Speeds - no change

 

Thanks
Doug

 

 

 

4 REPLIES 4
HP Recommended

Hello Doug,

welcome to the Polycom Community.

The HDX 3.1.10 Release notes page 58 mention this:

 

Description Workaround
The HDX system rebooted when attempting to receive content from LifeSize Icon 600 at a call rate of 768 Kbps. This function works as designed. Restrict the call rate at 512 Kbps.

 

What Call Speed did you test it with ?


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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

Thank you!

 

Still not exactly sure how to limit the call speeds to 512 kbps and in which direction?  Does this affecrt both streams, Video and Content from the Lifesize

 

We are running  HDX 3.1.10 and the release notes references 3.1.6.  Please explain how a reboot of a device is functioning as designed.

 

Thanks again

HP Recommended

Setting the call speeds to 512k does not solve the problem.  We are still expereincing a reboot of the Polycom HDX 7000 when sharing content from a Lifesize ICON 600.

 

What's Next?

HP Recommended

Hello Doug,

This is not really a bug on HDX side but a limitation which is a known behavior and already mentioned within LifeSize release notes. The resolution that is being sent from Lifesize is not supported on HDX, we have therefore implemented code changes to try to avoid the crash.

 

You should therefore get the Life Size users to restrict the call rate at 512 Kbps because of the known limitation.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
† 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>.