Wireless Adapter enter "Sleep mode" and won't turn on without a power cycle

[xpelab]

Hello

We have a problem with out Poly Studio X70. We use Microsoft Wireless Adapter 4k in the HDMI port but it loose connection after a while and we need to either unplug it or restart the X70 for the TC10 to find it again.

Is there a setting I've missed to disable the adapter from going "sleep mode" and not come back?

This is where the wireless adapter is plugged in:

[SteffenBaierUK]

Hello @xpelab ,

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 version you use. For example Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode etc.

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.

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

If an issue like this cannot be resolved via a public community post, and no other volunteers reply, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[xpelab]

Sorry, here they are. Thanks.

System DetailDevice management

[SteffenBaierUK]

Hello @xpelab ,

welcome back to the HP Poly community.

PolyOS 4.3.1 is not a certified Microsoft release. Only our partner Microsoft certified the former PolyOS 4.2.2 and the latest PolyOS 4.3.2.

Is this 3rd party HDMI Source plugged in 24/7?

I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier

[xpelab]

Ok, so if we update the OS to latest 4.3.2 we have better chances for it to work?

Is should be possible to downgrade from this version, right?

Which is better in your opinion? the latest or the earlier?

Do you know the custom upgrade link by any chance?

[SteffenBaierUK]

Hello @xpelab ,

I would use the Microsoft TAC as this also has the latest Teams Application and Admin Agent

• Teams Admin Agent 1.0.0.202407050618.product
• Microsoft Teams application 1449/1.0.96.2024091202

Custom Link for 4.3.2

• https://swupdate.lens.poly.com/polyos/4.3.2/422023

Best Regards

Steffen Baier

[xpelab]

I've now updated all software in X70 and TC10. The issue persists.

Is there some setting to "keep alive" equipment I've missed?
If I move it to another port on the X70, could that effect this?

[SteffenBaierUK]

Hello @xpelab ,

welcome back to the HP Poly community.

First of all, what happened to this >here< ? Ensuring an old community post is updated once a solution has been found helps others.

For your new issue, just from the outset, we are all just volunteers here so we cannot troubleshoot your issue as a replacement for the official HP Poly support infrastructure.

I doubt this HDMI adapter is a tested and verified solution for MTRoA by either our Partner Microsoft or HP Poly.

MTRoA has a wireless display sharing built in so I am struggling to understand why you would double this up with another product.

I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier

[xpelab]

I know you're volunteers and I am grateful for your help.

I thought I had  posted the solution to that old issue. I've edited it now so the solution is found in the marked post.

For this issue. The wireless adapter is a Microsoft Wireless Display Adapter. Sure they've been discontinued now but they work well on all other X30/TC8 we have. And like I say they work after a power cycle.

We've put the X70 on a daily restart 30 min before the office start work but it seem like that restart don't "count " because the device is still in sleep mode when we do the check.

Like I say we're grateful for your ideas on how to fix this issue since you have a very good track record for earlier issues we've had but if you feel we've hit a wall of course we use the Official Poly support.

[SteffenBaierUK]

Hello @xpelab ,

have you tried to connect the USB power of the adapter, assuming this is how it is wired up, not to one of the X70's USB ports, and use a fixed power supply instead?

I suggest you contact our Support organization in your region if no other volunteers reply. Details are in my Signature.

Best Regards

Steffen Baier