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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎07-07-2021 08:21 AM

HP Recommended

Thanks for the response, switching from the Poly Studio to built in PC microphone in Teams worked. Switching back to the Poly Studio I was not getting any audio pickup from the mic. 

 

So, I rebooted the Poly Studio and the microphone started working. The issue hasn't reoccurred for a few days - not sure when it will manifest again. Checking if this is a known issue.

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‎07-07-2021 08:45 AM

HP Recommended

Hello @ather 

 

ensure you use the companion app prior to the reboot to get the logs and make a note of the time as our support team will need this.

 

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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‎04-28-2022 06:00 AM

HP Recommended

We are having same problem with all of out Polycom Studio devices (15)

No matter on which firewall version we are on. Really annoying issue as we have to run around the buildings restarting the devices. I believe this is common problem but Polycom has just stayed silent.

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‎04-28-2022 06:00 AM

HP Recommended

Firewall = Firmware..

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‎04-28-2022 06:07 AM

HP Recommended

Hello @Koldioxid ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available 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.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible


Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience in the future.

 

As far as I am aware we have found a bug on the Poly Studio when NoiseBlock AI is enabled. Only a reboot will fix this.

 

If this is the case for you we plan to release new software in early May. Our community is run by volunteers and some members are employed by Poly but the community activity is not a job.

 

If you require confirmation that you see the same bug simply contact our support organisation in your region and open a Ticket.

 

I suggest you reference https://jira.poly.com/browse/EN-215739 but only checking the logs will confirm the same.


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

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
Was this reply helpful? Yes No

‎06-07-2022 06:20 AM

HP Recommended

So I have a similar case. However my setup is a bit different. 

I have a Barco ClickShare and the Polycom USB Audio and Video Sound Bar connected via USB-type C to the Barco ClickShare and everything else goes to the Barco ClickShare(Network & Screen), with Wireless Barco ClickShare dongles for presenting from Laptops.

My challenge here is most of the time during a call(Teams or Zoom) the audio drops intermittently and remote participants miss certain bits of the conversation.

I have made some config adjustments to the Wireless channel on the ClickShare to a free channel but still facing same issues.

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‎07-04-2022 11:22 PM

HP Recommended

Hi All

 

First of all sorry about the generic username, it's easiest for us to have a centralized account.

 

We are having this same issue with some of our studio devices, I was just wondering if there is any update on the firmware release that is supposed to fix this bug?

 

also am I safe to assume that if you disable noiseblock AI, the issue will go away?

 

we have one particular unit that is particularly guilty of it and the users in that building are complaining a lot.

 

regards

Kai

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‎07-05-2022 12:58 AM

HP Recommended

Hello @ARTC Support ,

 

Welcome to the Poly Community.

 

The release for the Poly Studio USB was delayed and I believe we aim to release this in late July/early August.

 

As explained if NoiseBlock AI is disabled you should not run into the issue.

 

I suggest you open a support ticket via our support organisation so we can keep you updated or share early releases.


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

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
Was this reply helpful? Yes No

‎10-20-2022 09:57 AM

HP Recommended

Hello,

 

We just adquired a Poly USB Studio, we have updated firmware, but problem continue after some time in the midle of meetings microphone stoped working :S

 

So here im checking for this problem thats not only ours.

"As explained if NoiseBlock AI is disabled you should not run into the issue."

 

Any fix soon for this?

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‎10-20-2022 10:27 AM

HP Recommended

Hello @ITLB ,

 

Welcome to the Poly Community.

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.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

 

Please provide details as what software is being used, if this is a new or used device and also if this is being used with a PC or a Mac


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

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
Was this reply helpful? Yes No
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