Microphone button grey

[VictorE]

We have VVX 4.11 handsets connected to our Windows 10 computers using BToE v3.8.0.0. We use Skype for Business Online.

When a user is in a call using their VVX, the microphone button is grey.  However, the handset is not muted. The button the VVX can toggle the mute, but it is not reflected in the Skype call window. 

We noticed a new setting in Settings\Privacy for Windows 10. There is a section for desktop apps that are allowed to use the microphone. Skype for Business is listed, but not BToE. Should it be?

[SteffenBaierUK]

Hello @VictorE ,

Welcome back to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP, Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom , BlueJeans and/or Hybrid Registration)
• Provide details if UC / SIP or ObiEdition
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

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

Best Regards

Steffen Baier

[VictorE]

• Provide the exact Software Version of your Phone: 5.9.2.3446
• Provide the Phone Model: VVX 411
• Provide the Call Platform (aka openSIP, Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom , BlueJeans and/or Hybrid Registration Skype for Business Online
• Additional Poly Infrastructure (RPRM,PDMS or BToE): BToE v3.8
• If possible provide the MAC Address or Serial of the device: 64:16:7F:08:19:BC

[SteffenBaierUK]

Hello @VictorE ,

Our records show this VVX411 was sold by SCANSOURCE INC back in 27/10/2016 so at some point, we assume this has been working.

• When did this issue change? 
• Can you test a currently supported version like UC SOfwtare 5.9.6 or 6.2.0?

If this still is not solved and you cannot live with the issue the next step would be a support ticket.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier