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Poly X50 and X30 Camera Resolution with Zoom

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Occasional Advisor

Poly X50 and X30 Camera Resolution with Zoom

HI

 

We are deploying quite a few X30 and X50 devices in our organisation but noticing at times the X50 and X30 will connect with extremely poor resolution ie 640 x 360m even though latency is 2ms and jitter is also extremely low at 1ms

 

We are using this exclusively in Zoom mode is there any way to tell how the camera connects at a certain resolution and why, or is this controlled by Zoom itself

 

We have very high capacity internet 

 

 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Poly X50 and X30 Camera Resolution with Zoom

Hello @Bell Potter ,

 

Welcome back to the Poly Community.


Once in Zoom mode, our Partner Zooms application takes over so this question is best to be asked in a Zoom support forum.

 

So far you have not even told us what software version you are running and if this happens in a single call or a larger conference.

 

It would also be great if you could follow up your old post >here<

 

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
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Occasional Advisor

Re: Poly X50 and X30 Camera Resolution with Zoom

Hi

 

This happens in both a single call or large video call, so cant see why thr resolution is being degraded


Am running latest3.2.1-224090 - Poly X30 verison, as camera is in auto update mode so always has latest

 

Have been told by Zoom that is a Poly behaviour not anything to do with them its always a tough t where lines are blurred which device is causing issue, as an end user you can get caught in the middle alot 

 

I have updated my last forum post that was resolved, was provided great support by Poly engineer

 

H

Message 3 of 4
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Polycom Employee & Community Manager

Re: Poly X50 and X30 Camera Resolution with Zoom

Hello @Bell Potter ,

 

Who is the device on the other end?

 

I just did a quick test with a Surface Pro running the free version of Zoom and this is always sending 1280x720 with no difference if the application is minimized or not to the Studio  X50 in this case

 

The Studio X50 on the other hand only sends 1920x1080 to the far end if the application receiving this is in full-screen mode. If it is in any form minimized it will receive only 640x360 and if it is at its smallest it will get 320x180.

 

This behaviour is triggered by the Zoom Client and as Zoom controls both ends of the call I can only assume this is WAD.

 

I suggest you work with Zoom on this.

 

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

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