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- Re: G7500: No device mode prompt
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07-13-2021 08:39 AM
X50: UC 3.5.0
G7500: 3.5.0
Trio C60: 7.1.1
Our standard config is an X50 w/a C60 controller and just recently I happened to notice that if I had device mode enabled and I connected an X50 to a PC via USB there would be a prompt on the C60 to enter BYOD mode (see attached photo), This was great because it gives us the flexibility to use other UC tools. The issue that I am having is that I do not get the same prompt when I use a G7500, in fact there is no prompt at all. If the system is connected to a touchscreen display then device mode can be initiated by swiping left. I performed a factory reset and started from scratch and there was no change. Is there something that I am missing or is this not an option on the G7500? I don’t see any reason why it shouldn’t work, it's essentially the same software.
Thanks,
James
Solved! Go to Solution.
Accepted Solutions
07-13-2021 10:24 AM
Seems to be performing better after reinstalling UC 3.5.0-344025.
#fingercrossed
07-13-2021 09:18 AM
Hello @jbass_srcinc ,
Welcome back to the Poly Community.
Is this in Zoom provider mode or Poly mode? In order to get an official answer please raise a ticket with our support organization.
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
07-13-2021 09:46 AM
Hello @jbass_srcinc ,
My colleagues most likely will contact you but is device mode enabled in the G7500?
- General Settings > System Settings > Collaboration Tools > Enable Device Mode
- Is the USB cable being connected to the Trio C60 or the G7500? I assume it is connected to the G7500
- Is the USB cable being connected to the G7500 USB-C port or a USB-A port? It must be the USB-C port.
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
07-13-2021 10:09 AM
Is device mode enabled in the G7500? Yes
- General Settings > System Settings > Collaboration Tools > Enable Device Mode
- Is the USB cable being connected to the Trio C60 or the G7500? I assume it is connected to the G7500 G7500, Yes
- Is the USB cable being connected to the G7500 USB-C port or a USB-A port? It must be the USB-C port. Tried both, neither produced a prompt. Device mode can be initiated via a touchscreen display.
I did a factory reset on the G7500 and after reconfiguring for Zoom you would receive a prompt for device mode however there is no video (the privacy shutter is open). See attached screenshot. The PC is connected via USB-C and the EagleEye Cube is connected via USB-A. If disconnect the EagleEye camera and replace it w/a an Aver CAM520 Pro it works fine. The EagleEye camera is running version 1.3.1.001267 and it works fine when connected directly to a PC via USB-C.
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