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

Hello.

 

My product S/N is not recognized so I cannot identify me better than here.

 

We have the studio installed with an extension microphone EX-MIC Rev C2. During calls managed with Barco Cickshare in Teams , we loose the microphone sound on the Polycom side: the ohter party complains that they do not hear us.   

 

It looks as if the main microphone on the studio comes to the conclusion that there is no sound at all and shuts the microphone.

Any hint on this would be welcome.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @xGo77 ,

 

I can only assume this is a Poly Studio USB and if it does not work I suggest you contact our Support organization in your region. Details are in my Signature.

 

Best Regards

 

Steffen Baier

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

View solution in original post

8 REPLIES 8
HP Recommended

Hello @xGo77 ,

 

Welcome to the HP community.

 

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

 

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

 

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

 

Best regards

 

Steffen Baier

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

Due to the fact that the serial number is not recognized, I cannot go further in updates, software, ... Not sure by the way about which software you refer to ...

 

Even on Windows the site does not offer the possiblity to do anything useful with that device. The bluetooth connection does not work either.

 

So I am quite stuck

HP Recommended

@SteffenBaierUK wrote:

...

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

....


Hello @xGo77 

 

the Poly Companion app (for really old firmware) or use Poly Lens to identify the currently used software and ensure it is running the latest 2.1.1m available at the time of writing, >here<

 

If this fails please see my original suggestion to contact our Support Team.

 

Best Regards

 

Steffen Baier

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

I did try to install all possible software but to no avail.

How come th serial number is not recognized ? That the bluetooth is not working: no indication of the type of device whenthe blue light blinks. The P/N is 2201-85308-001. The date of the MFR is 20210320. Model is R-C-PLM-P009.

 

As such it is not possible to dialog with the device and to look for the issue.

HP Recommended

Hello @xGo77 ,

 

I can only assume this is a Poly Studio USB and if it does not work I suggest you contact our Support organization in your region. Details are in my Signature.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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 steffen.  Indeed, I will find a cable, and a PC on which I can install these software. Then do the update and finally test everythig. this will take some time. So I can close this ticket.

HP Recommended

Accepted solution.

HP Recommended

Hello @xGo77 

 

you posted in a public community where volunteers answer questions. No ticket was ever raised. For a ticket, you would need to work with our official support organization.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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>.