Poly Blackwire 5220 -- No "mono" channel or device in Windows 11 Citrix VDI -- No mic in Teams

[User0215276]

Hi there,

I've been using the Poly Blackwire 5220 for a long time, but in the latest Citrix VDI, i.e. remote computer, the microphone doesn't work. I checked all the settings in Windows 11 that connect to Windows 11 VDI, the only difference I found is in the input channels. The native Windows 11 offers me 1 channel 16 bit etc. but the VDI is "locked" to only one option and that is 2 channel 16 bit.

In summary, the microphone does not work in VDI Teams, nor do any test recordings work in Windows 11 VDI.

Can you confirm this? I know this is a Citrix issue and I will ask for advice there as well.

Note that this is the only non-working scenario I've encountered in over five or more years of using this Poly device. In other words, it works great in numerous use cases.

Best regards

[M_Salman]

Hi @User0215276, Welcome to Poly HP Support Community.  
 

I’m sorry to hear about the issues you are experiencing with your headset. I recommend following the steps outlined below to troubleshoot and test the device.

First off, launch the VDI and go to Preferences.

Under Connections.

Once done, click on Apply.

If the issue persists, please access the link below. For easier navigation, press Ctrl + F and search for "To enable Device Rules Policy for Citrix Workspace App for Windows," then follow the provided steps.
 

https://docs.citrix.com/en-us/citrix-workspace-app-for-windows/usb.html



If the issue still persists, I would request you contact our HP Support, and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[User0215276]

Thanks for the quick response!

I searched the gpedit.msc but could not find any "Citrix Components".

Any idea where to look?

[User0215276 · Accepted solution]

The problem is fixed! ✔️

Solution: Local machine was blocking access by Privacy & security > Microphone > Let desktop apps access your microphone (Set Off -> On)

There, the main issue here is that the list contains only,

• Google Chrome
• Windows host process (Rundll32)

Not Citrix or anything related.

Also I have never set the access to Off.

[M_Salman]

Hi @User0215276 , thank you for the confirmation.

I’m glad to hear that your issue has been resolved. Please be aware that if you’re using a computer from your office, there may be an updated policy implemented by your office admin team that could further restrict access to the microphone or other functionalities.

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman