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G7500 'button back' does not work

marjohn56
Occasional Visitor

G7500 'button back' does not work

When navigating through the interface using the 'button' commands it's possible to get stuck in the camera control on screen display as the 'button back' does nothing, the codec acknowledges the command but that's all. I see there is a firmware update slated for the end of June, will that include a fix for this issue? The codec(s) live in a rack some distance from the rooms so the option to use the bluetooth remote is not feasible.

Message 1 of 4
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SteffenBaierUK
Polycom Employee & Community Manager

Re: G7500 'button back' does not work

Hello @marjohn56 ,

 

Welcome to the Poly Community.

It would be great for everybody if you could supply the currently used software version and in addition what mode the G7500 is running in?

 

That way in weeks, month or years to come other people finding this post will be aware of what is being used.

 

In addition, is this using a TC8 and/or Poly Trio? Has Poly support be contacted? Was a hotfix requested?


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

Best Regards

Steffen Baier

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
marjohn56
Occasional Visitor

Re: G7500 'button back' does not work

I can certainly update this posting with the current sw version once I am back on the clients site. I know the codecs in question have just been updated to the currently available version. They are not being used with a Trio or TC8. I will contact support later this morning.

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: G7500 'button back' does not work

Hello @marjohn56 ,

 

So this sounds like you are using just touch screens? How far away is the G7500 from the screen and how is the USB connection extended for this?

 

Is this a day 1 issue or did this work prior to the latest update? And last but not least is this in Poly mode or Zoom or Teams?

 

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4