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PC Audio window stays running on VVX phone screen

Occasional Advisor

PC Audio window stays running on VVX phone screen

Hello Everyone,

 

Before I start, I've already reached out to our POLYCOM reseller.  ;)

 

I am running:

BToE 3.3.0 on Windows 7 Professional

UC Software Version  5.4.2.2834

As soon as BToE starts, the PC Audio window opens with a 'session clock' running.  This happens even if the phone is NOT set to be the default communications devices on Windows.

 

After reviewing the log below, anyone have any thoughts as to how to resolve this?  We would like to leverage BToE to work along with Skype for Business.

 

I have narrowed this to the following:

Phone drivers used with BToE appear as 'USB device drivers'

BToE 3.3.0

Windows 7

 

I have had the same condition with older releases of BToE and UC software.

 

Here's the LOG from the phone with my comments (noted with a // ):

 

//  updatePlaybackCallAppearance (x2) appears every time the PC Audio window opens on the phone

//  It repeats everytime the windows reappears after I closed the previous PC Audio window on the phone

0324135154|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

0324135154|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

 

0324135217|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

0324135217|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

 

0324135427|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

0324135427|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

 

//  Exiting the BToE application on Window 7 Professional (BToE version 3.3.0)

0324135928|btoe |4|00|stopCall sending PpsRemCtrlDrop() to SO

0324135928|btoe |4|00|stopCall Send End Call Request to LC and assign hsoCall handle to NULL

0324135928|btoe |4|00|mediaSess2PpsCallRelease

0324135928|btoe |4|00|Received MsgPpsAssocTaskCallDrop: Nothing todo

0324135928|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

0324135928|efk  |1|00|Got call state change: [7]

0324135928|efk  |1|00|Got call state change: [0]

 

//  Starting up BToE Windows application (no PC Audio windows has appeared yet)

0324140000|btoe |4|00|received WebServerConfig Request

0324140000|btoe |4|00|Processing BtoEAssocWebServerConfigReqRecv

 

//  PC Audio window appears moments after BToE application has started on computer

0324140005|so   |4|00|[SoMediaSessC]: MsgPpsCallCreateCmnd, current termination (btoe) 10

0324140005|efk  |1|00|Got call state change: [9]

0324140005|app1 |5|00|appBtoeSuspendCallScreen

 

0324140005|efk  |1|00|Got call state change: [6]

0324140005|efk  |1|00|EFK is in connected state.

0324140010|app1 |5|00|appBtoeResumeCallScreen

 

0324140010|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

 

//  These entries appear when I closed the PC Audio window on the phone and then reappears

0324140205|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

0324140205|app1 |5|00|updatePlaybackCallAppearence    ----  line  0

Message 1 of 8
7 REPLIES 7
Occasional Advisor

Re: PC Audio window stays running on VVX phone screen

Hi rnladva,

 

We've seen this behavior with a few applications on the workstation 'grabbing' the polycom audio even when they are not active and the polycom is not the default device.  One in particular is GoTo Meeting although it's not the only one we've seen.

 

With GoTo, if it is loaded at all, even without a meeting in session the PC Audio displays on the Polycom.  Shut down GoTo and the PC Audio msg goes away.

 

In the case of GoTo, you can manually set GoTo to use a specific device.  In the GoTo options under Audio you may find it is set to use the polycom even though the polycom is not the workstation's default device.  Choose another device and the problem is solved.

 

So, I'd suggest closing programs on the PC one by one and then shutting down services one by one until you find the problem child and go from there. 

 

 

Message 2 of 8
Polycom Employee & Community Manager

Re: PC Audio window stays running on VVX phone screen

Hello all,

welcome to the Polycom Community.

We need a ticket raised on this via your Polycom reseller or post a MAC address so I can look up the reseller for you in order to raise a ticket.

 

Without following this up we cannot fix anything.


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

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 3 of 8
Highlighted
Occasional Advisor

Re: PC Audio window stays running on VVX phone screen

This has been a slow going resolution process through our vendor, Unified Communications.  This is happening on multiple phones that are connected to the PC, using BToE.  I know for a fact that if I turn off the BToE software (Polycom software) the window does disappear.

Message 4 of 8
Polycom Employee & Community Manager

Re: PC Audio window stays running on VVX phone screen

Hello rnladva,

have ypu got any Polycom reference usually starting with 1- ?

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

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 8
Occasional Visitor

Re: PC Audio window stays running on VVX phone screen

Any update on this issue? Why is this showing on the display necessary? Allow something in the config to turn on or off the notification of this being displayed. It's concerning to the users who don't understand why it's showing up. Many feel they are being recorded with the countdown and the speaker button being lit.

Message 6 of 8
Polycom Employee & Community Manager

Re: PC Audio window stays running on VVX phone screen

Hello smooney1973,

welcome to the Polycom Community.

To my knowledge nobody ever followed this up so there is no evidence of what is causing this and how we could prevent it.

 

Jan 03, 2013 Question: How can I request a change to the current Polycom SIP / UC Software?

Resolution: Please check => here <=

 

The above explains what you would need to do to request a change to how our software operates.


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

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 7 of 8
Occasional Visitor

Re: PC Audio window stays running on VVX phone screen

I had a similar issue when I disconnected a USB headset from my laptop. When i plugged the headset back in, the message went away. It appeared again a few days later, again when I unplugged the headset, but this time stayed when I plugged it back in. I am on a win10 pc with BToE.  To resolve, I had to go to Control Panel/ Manage Audio Devices and switch the default to Polycom USB Audio Playback (my VVX phone), save, switch back to the headset as default and save again. It has been fine since! BToE had been working fine, except for showing the PC Audio message. If you disconnected a headset and no longer plan to use it, you may want to try uninstalling - seems BToE does not like too many peripheral changes.  

Message 8 of 8