X70 resolution 1280x800 not 4K that is attached to

[AlexBedford]

Just got a new set up with an X70 and a 4K 75" display. The resolution is at 1280x800 and I am unable to change this in the admin interface for the X70. I have set monitor 1 to automatic and monitor 2 to off but I dont see the resolution field. I have tried for several hours and am at a loss. Is there something I am missing thats simple?

[SteffenBaierUK]

Hello @AlexBedford ,

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.

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

[AlexBedford]

Hi Steffan,

Our current system is below

Microsoft Teams

Current Version: 1449/1.0.96.2024080804 | 3 Oct 2024 02:50:52 | 142 MB

Device Mode

Current Version: 1.0 | 1 Aug 2024 21:22:12 | 25.9 MB

Hope this is correct?

[SteffenBaierUK]

Hello @AlexBedford ,

We assume you are using PolyOS 4.2.0 or later as this was where the option to manually change the resolution between 1920x1080 or 3840 x 2160 was removed.

I suggest you check that the Region of the device was set correctly to the UK assuming this is the location.

• General Settings > My Information > Location

In addition, are any EDID or longer cables used or anything between the Screen and the Device? What screen is this?

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

Best Regards

Steffen Baier

[AlexBedford]

Hi Steffan,

Your post made me look agiana I realised we were going through a switcher for the HDMI connection. I have connected the Poly X70 directly to the 4K display and now getting 1920x1080 not the full 4k. So it is a vast improvmeent but not the full amount I was expecting?

[SteffenBaierUK · Accepted solution]

Hello @AlexBedford 

we are still awaiting an answer to the follow up questions around the Monitor make etc.

Whilst you have not yet provided this I tested today using an X70 running PolyOS 4.3.2:

• Running Poly mode and 2 outputs set to Auto 1920 x 1080
• Running Zoom Room mode and 2 outputs set to Auto 1920 x 1080
• Running Microsoft Teams mode and 2 outputs set to Auto 1920 x 1080
• Running Poly mode and 2d output set to Off displays 3840 x 2160
• Running Zoom Room and 2d output set to Off displays 3840 x 2160
• Running Microsoft Teams and 2d output set to Off displays 1920 x 1080

Based on this, I assume it could be a Microsoft Teams Application limitation and I would suggest you check with our Partner Microsoft.

Best regards

Steffen Baier

[AlexBedford]

Hi Steffan,

Sorry about the model information, your previous post made me remember the cable from the X70 was going through a switcher which was not 4K. 

I now have the display showing 1920x1080 with Microsoft Teams and will hope that it udpates soon for a higher resolution!

REgards

Alex