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Issues with X 50 - Video/Audio lag, Speaker framing

KPS
Visitor

Issues with X 50 - Video/Audio lag, Speaker framing

We are having the following issues with X50 :

  •  time lag between the video and the sound - noticeable when the camera panned to the attendees in the room. The words were about .5 seconds behind.
  • There were times when the second speaker was talking and the camera stayed focused (Speaker frame mode) on  last speaker for almost 2 minutes.

Any help to resolve these issues is appreciated,

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issues with X 50 - Video/Audio lag, Speaker framing

Hello @KPS ,

 

Welcome to the Poly Community.


A good starting point is usually sharing the currently used software. That way we volunteers would not have to ask for this important part.

 

In addition, also share what mode the Studio X is in as we have many different ones.

 

Is this a day 1 issue and have Poly support yet been contacted?

 

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. All posts and words are my own & do not represent the views of Employer.

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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.
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Message 2 of 5
KPS
Visitor

Re: Issues with X 50 - Video/Audio lag, Speaker framing

Thank you Steffen!

 

Below are the firmware version and other settings:

3.6.0-210534 (TC8)
3.6.0-350035 (X50)

Frame Speaker mode

 

Ticket has been opened with Poly awaiting response.

I will provide an update once the issue is resolved

Message 3 of 5
Beyond Conference
Frequent Advisor

Re: Issues with X 50 - Video/Audio lag, Speaker framing

Hi KPS, Just to complete the picture, in which mode is the X50 operating?

Message 4 of 5
KPS
Visitor

Re: Issues with X 50 - Video/Audio lag, Speaker framing

Just an update. The issue is still not resolved and Poly has initiated an RMA to replace the device. 

Currently operating in Teams mode and encountered another issue:

 

There were times when a Virtual Attendee was visible on laptops but not on the in-room TV Screen. They only showed up as a black box with their name on the TV Screen. Anyone had similar experience ?

Thanks

Message 5 of 5