• ×
    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

I have a VSX 7000e with the ceiling microphone array connected. After about 5 minutes in a call the system mutes & displays the mute symbol on both the near and far units.  I have upgraded the software to the latest version but it is still doing it.  I have tried powering the unit off and back on but the problem remains.  Any ideas?

3 REPLIES 3
HP Recommended

What is the history?  Has this happened before? If not is there some event that may have triggered it to start?

Can the mics be un-muted? If yes do they mute by themselves again during the call?

Are there any other external devices like a Vortex in use?

If no Vortex then we Can try a factory reload of the software. This is done by the same Softupdate procedure except that you choose Custom instead of Typical.  There are additional check boxes that allow for erasing all config and OS files. Be sure to jot down all info that will need to be input afterwards, such as Option keys and IP addressing. Also a softupdate key will also be required as after wards the VSX will not know what version it had because this is a fresh load.

If there are further questions please contact us in support.

 

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html

 

HP Recommended

Thanks for the reply Ken.  There has been no history of problems with our VSX until now and no obvious trigger for it.  The mic can be un-muted from the remote control but will mute again after about 10 minutes - it is not repeatable all of the time.  We have no Vortex In use.  Could the ceiling microphone array box be faulty?  Can it be tested?  I might try the factory reload off the software.

HP Recommended

Sounds more like a cable problem.  Might be difficult to capture a telnet trace since it is random.  The mic is constantly doing a discovery to the VSX so any interruption or short may cause unpredictable results. Try reseating all cables. Was any work dome in the ceiling where the mic cable may have been moved on top of a fluorescent light fixture perhaps?

 

THe mic box is quite a solid performer and we seldom replace them however it is possible.

 

Give support a call and we will be glad to discuss this with you.  If you have a service contract there is no charge and usually we will just replace the mic box and cable if it is difficult to determine the exact cause.

† 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>.