Cube stops Auto Framing

sherlockab · ‎10-06-2021

I have a slight problem with the Poly Cubes, I am finding that they are randomly not face tracking, got about 12 installed and had the problem with at least 6 off them so far.

Being used with Zoom Rooms and Poly Trio C60s

Toggling auto-framing on the controller or screen does not correct the problem, neither does rebooting the PC.

I have to pull out the USB and Network cable (as both USB and PoE keep it alive) and put back in again, it then works for a few more days/weeks.

I am on the latest 1.3.1_1267 firmware.

Any help would be appriciated

Ade@Capital One

SteffenBaierUK · ‎10-06-2021

Hello @sherlockab ,

Welcome back to the Poly Community.

Is this a Zoom solution aka have you tested this with a "normal" PC to exclude some issue on the Zoom end?

If you can still replicate this using a standalone Windows or Mac I suggest you get this into our support organisation.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

sherlockab · ‎10-07-2021

Hi Steffen

All units are connected to a Zoom Room HP Mini PC, I do not have any conected to just a PC

However, even Polycom Companion will not show the Cube Auto Framing when I have exited out of Zoom

Can I contact Support with Serial Number under the normal 1 year warranty?

Regards

Ade

SteffenBaierUK · ‎10-07-2021

Hello @sherlockab ,

yes any consumer can work with Poly support during their 1-year manufacturers warranty as far as I am aware.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

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