X70 will not boot up if it is connected with USB cable to a touch screen TV

[Jun_Li]

We use X70 with a touch screen TV that connected with USB cable for touch screen control signal.  Since the end of this January, X70 got hard time to boot up. Each time when the system restart, X70 stuck in booting with a small icon spinning on screen.

We checked the device log file for booting issue.  When the X70 booting, the newly updated system firmware seems considering the USB device is a kind of external camera and keep checking its related info. That could be the reason that X70 stuck in booting.

In the past (in 2024), older version of firmware can boot the system properly. If I reset the system to original factory default veriosn, it works okay. But we can not stop the automatically updating and Poly support staff also asked me to update the system. At this moment, we have to unplug the USB cable from touch screen TV to use the X70 system. We wish Poly can have a check of their firmware and fix the issue with it soon. We prefer to use the touch screen for easy operating.

Thanks,

Jun

[SteffenBaierUK]

Hello @Jun_Li ,

Welcome to the HP Poly community.

This community is a peer-to-peer community where people with HP Equipment help others.

The Studio X and the G7500 originally used Android 8.1. Since PolyOS 4.0.0 or later, it uses Android 10

I assume somewhere during this change your issues started.

As only HP Support would be able to solve your issues, I suggest you keep working with our Support organization in your region.

Best Regards

Steffen Baier

[Jun_Li]

staff from HP(Poly) could only request me to update the system and app to latest edition, and the issue kept happening. I told them times that could not solve the issue, and then they shipped me a replacement.
The new replacement had same issue, so we tried to figure out the reason. while we got some info about it and 99% sure it was caused by the software bug and wanted to tell them. They closed that case and I found no where to contact them again.
I posted the info here and wish some Poly tech staff can see it and fix it.

Thanks,

Jun

[SteffenBaierUK]

Hello @Jun_Li ,

So far, you have not provided the currently used software or the make and model and firmware of the Screen causing the issue. Without these details, posting in the community does not help anyone.

Have you tried this without the USB cable yet?

Other than official agents, no HP Poly Tech Staff are employed in this peer-to-peer community.

As a volunteer, I shared this post in our internal communication channel, and I try to see if a support agent can communicate with you and reopen this ticket. It may end with me in Engineering.

Best Regards

Steffen Baier

[Jun_Li]

Hello,

I described the software in my recent post, the software and model is "Since the end of this January, X70" 

if realy need detail again, the software edition with issue is lisetd below,

also, I typed in my recent post too that we are plugged out the USB cable now to use the X70 system.

I am not asking HP-Poly to reopen that ticket. I wish if they fix that issue, let us know and I can use the USB cable with our touch screen.

Thank you guys very much,

Jun

[SteffenBaierUK]

Hello @Jun_Li ,

Thanks for finally providing at least a picture of a software version rather than verbally describing date ranges, which will not help anybody in this Peer-to-Peer forum.

What I can assure you is that nobody within HP Poly support will be able to address your issue based on your hoping this will happen.

What our support organization needs are logs of the system failing and details around the touchscreen, aka the manufacturer and its software version. Therefore, the case needs to be reopened.

Simply replying here will not do this.

EDIT: Is there a TC8 or TC10 connected to the system?

Best Regards

Steffen Baier

[Bluei_JAlves]

I have the same issue. The Poly X70 is running the lasted version avaiable. But the costumer must disconnect the USB touchscreen cable to boot the system.

 

[SteffenBaierUK]

Hello @Bluei_JAlves ,

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. 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.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Bluei_JAlves]

HI, 

The system is running in MS teams mode.

The system is making auto updates from poly web servers.

I can get more detail about the system on Monday.

Best Regars

Jose Alves

[SteffenBaierUK]

Hello @Bluei_JAlves 

Please ensure to provide all versions here, both PolyOS and Microsoft Teams.

Once done, please do the following:

• Power up the unit and do whatever workaround (most likely unplug USB) to have the unit in a working state
• Please set the logs to save to flash
• Reboot the unit
• Save the logs after about 15 Minutes if you can access the web interface

Open a case with HP Poly support and quote 5141520615 / PECS-253387

Best regards

Steffen Baier