• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We have a mix of HDX 7000 with a few HDX 8000 and they all have the Polycom Touch Control attached to them. They are integrated into CMA/DMA environment as well as registered to Lync 2010 environment. We have issues where we have to reboot the Polycom Touch Control (referred to as PTC after this) to get it to respond to commands. Sometimes the PTC volume slider doesn't work. Sometimes no touch works at all and it is frozen. Other times when leaving a Lync video call, the PTC says it is still in a call but you cannot leave the conference. The HDX says it is not in a call though but the PTC thinks it is. Most of the problems are fixed with a reboot. Because of that, we have the POE ports to turn off at 1 AM PST and back on to reboot the devices. Unfortunately, we still sometimes have to reboot various PTCs in the daytime to get them to respond again. This has happened over myriad versions of software for the HDX and PTC.

 

This has been going on for a year now. We have cases open with our support partner but I came to the Polycom community to see if anyone else has had an issue like this? It seems like we run into many problems with the units. Is it because we integrate the units into Lync 2010? Do anyone of you do this because it seems like the answer from Polycom, the answer is no. 

 

If anyone has a solution or any information at all about this, please respond. I can't believe we are the only company that is integrating Polycom into Lync. It was the reason we bought Polycom because it was supposed to integrate easily. Their definition of easily differs from mine because it has been nothing but problems since day 1.

 

 

1 REPLY 1
HP Recommended

Make sure that you have the right versions of HDX and PTC software, there are specific PTC software versions with each HDX software.

 

Have you had your service provider escalate to Polycom, we would like to have the logs so we can investigate.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.