Polycom X50 only showing two participants regardless of Poly/Teams Rooms settings

[danbar1]

We have two identical Polycom X50 setups in two different rooms, however only one of them seems to have this issue. Both units have exactly the same config (poly and teams rooms settings), are both up to date, and are both connected to the same model of TV.

The two participants shown do not change based on activity etc, meaning even if another participant is speaking, they will not be seen. The only way we seem to be able to change this is by manually spotlighting. The preview of the camera in the bottom right is also missing. 
This has only been the case for the past few months.

A google search seemed to show we were not the only ones having this issue, however there was not a known resolution.

[Dragora]

Hi danbar1

Troubleshooting Steps

1. Check Camera Settings:

   • Ensure the camera tracking settings are enabled correctly. The Polycom X50 has features like "Speaker Tracking" which should automatically switch the view to the active speaker.
   • Go to the device settings on the Polycom X50 and verify the camera tracking options are identical on both units.

2. Teams Rooms Configuration:

   • Confirm the Teams Rooms configurations are the same. Sometimes, slight differences in settings can cause varying behavior.
   • Check options related to participant views and auto-switching in Teams Rooms settings.

3. User Permissions and Roles:

   • Verify the user permissions and roles in Teams for both setups. Ensure all participants have the proper roles to be spotlighted or viewed during the meeting.

4. Firmware and Software Updates:

   • Confirm both units are running the latest firmware and software versions. Even though you've mentioned they are up to date, it's useful to recheck.

5. Manual Spotlighting:

   • While manual spotlighting is a workaround, it might indicate that automatic tracking or software detection isn't functioning properly. Ensure there are no bugs reported for your current software version regarding this feature.

6. Reset Settings:

   • Try resetting the settings to default on the problematic device and reconfigure it. Sometimes, settings might be corrupted or not properly set.

Room Configuration and Layout

Additionally, consider these elements that might influence the performance:

• Room Layout: Ensure that the microphone placement and speaker system are consistent between both rooms. Differences in acoustics might affect the speaker detection capabilities.
• Ambient Noise Levels: High noise levels might interfere with the system's ability to track speakers. Compare the ambient noise levels in both rooms.

Contact Support

If none of the above steps resolve the issue, it would be advisable to contact Polycom support for further diagnostics and potential hardware issues.

I hope the above is helpful

[SteffenBaierUK]

Hello @danbar1 ,

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 version you use. in your example Microsoft Teams.

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

Please do not simply edit the original post but reply with the versions and ensure both the Studio and the Touch Controller are running the same versions for our Partner Microsoft.

In the FAQ or the Read 1st section, we remind users why this is important.

Is the room layout the exact same or are there any reflective surfaces? Have you yet contacted our Partner Microsoft who look after the platform Teams that you are using?

Best regards

Steffen Baier