My Poly Studio P15 keeps failing

[ttrussell]

I am having trouble with my Poly Studio P15 Webcam where it seems to cut out after various amounts of time. 

Current Software Version 2.1.2.001179

I can't seem to pinpoint a specific action or application thats causing it.  Sometimes it happens 2 mins after fixing it, sometimes its 2 hours after.  I have tried multiple different configurations.  The only application it seems to work with is my CRM Go High Level but only if its selected as the default device in that application and it is not connected to any other applications.  I can use it indefinitely with GHL but as soon as I connect it to google meets or slack, or any other application it will cut out in minutes and wont work again until it is reselected as the default device.  It never fully disconnects from the computer or shuts off for any reason unless the computer itself shuts off.

I am trying to use the device as my primary microphone for a few applications interchangeably but not at the same time:

Go High Level CRM (Twilio)

Quility | Switchboard Funnel CRM (Twilio)

Google Meets

Zoom

Slack

WhatsApp

Voicemeeter Potato

Discord

I am using the USB-C cable that was provided with the device and it is plugged into the only USB-C port in my desktop.  I could potentially get an adapter for USB-A but I don't think that would fix the issue because the device works fine on that one application which leads me to believe its a software bug and not a hardware issue.

As I am writing this I am also noticing that it seems to work fine when only connected to Voicemeeter but not being routed to an VACs or virtual outputs or any sort of applications.  It appears to only happen when connected to more than one application even if its through a mixer or 3P VAC.

Fixes Ive Tried:

Factory Reset of Device followed by update to current software version

(I'm considering doing this again without updating the software to see if works with the factory software version)

I have tried using a virtual audio cable to route the device audio output to the VAC and then using the VAC as default input for all applications.  This works fine with other devices but not with the P15.

I have tried using it as an input in my Virtual Mixing Board (voicemeeter potato) and assigning it as an output in there and then using the virtual output as primary microphone on my apps.  works for a few and then the device turns red in the mixer and needs to be reconnected.

What really confuses me is that it works fine when it is only being used in the CRM, I have almost never had any problems with on there unless it connects to another application and then it experiences the bug and cuts out on all applications.

Any help or suggestions would be greatly appreciated!

EDIT: I just recently tried going into windows device settings for the P15 and deselected "allow applications to take exclusive control of this device"  for both the P15 and the VAC and it did not fix the issue.

EDIT 2: I recently shut off Acoustic Fence and NoiseBlockAI... no dice

[ttrussell]

I just recently tried going into windows device settings for the P15 and deselected "allow applications to take exclusive control of this device" and it did not fix the issue.

[SteffenBaierUK]

Hello @ttrussell ,

Welcome to the HP Poly community.

This is a very discombobulated and confusing long post. We have no idea if this is a day 1 issue or only started after using it for a long time.

Like any other webcam manufacturer, the Poly Studio P15 supports the UVC (USB Video Class)  standard.

Using this with a Microsoft Windows or macOS and applications like Zoom, Microsoft Teams, the Windows camera app, or Apple Mac's own Photobooth should just work.

I am unsure, due to the above-mentioned facts, if you are using a 3rd party application in between.

My suggestion is to try a "normal" Windows PC or Apple Mac and test this.

We are all just volunteers in this peer-to-peer community. If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[ttrussell]

Apologies on the lengthy post.  I wanted to provide everyone with as much information as I possibly could.  To clarify, I have disconnected the device from every application that I can think of and tried to use it just on zoom or just on google meets and the problem persists.  after a minute or two of use it drops mic audio, camera works fine, device needs to be reselected in the application to work again and then drops after another minute.  This was happening before I tried all of the solutions I have listed above.  No matter what configuration I try the microphone only works when it is only being used in my CRM and I cant figure out for the life of me why this is.

How would I find my regional support organization?

[SteffenBaierUK]

Hello @ttrussell 

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

Best Regards

Steffen Baier