Re: Studio X50 - USB Device Mode - audio goes bad

bmgr · ‎04-19-2020

With the displays connected to the X50 turned off after a period of time the audio goes bad as if something in the X50 is going to sleep. The only way to fix is to turn USB Device Mode off then on again then the sound sounds normal again. I am listening to music.

Am I missing a setting? I have tried resetting the settings to default and the problem persists.

I can't have this happen in the middle of a meeting so USB Device Mode is unusable until this is fixed.

SteffenBaierUK · ‎04-19-2020

Hello @bmgr ,

Welcome back to the Poly Community.

Please ensure you are reporting this for GA software and if yes get this into our support organization. In addition, provide us details of the cable being used.

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

bmgr · ‎04-20-2020

Yes, this is on 3.1.0 GA.

I can't find the USB cables on your recommended list so I tried a cable that I already had.

Because of increased demand for products Amazon won't ship the cables internationally to my destination when normally they probably would.

SteffenBaierUK · ‎04-20-2020

Hello @bmgr ,

are there high-quality cables and/or what length are these?

As stated get this into support so we can investigate.

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

bmgr · ‎04-21-2020

Tried another cable, this time a 1.8m one (I think the other one was a USB3 0.9m). The audio still goes bad after a while. I then plugged in the TC8 and the audio seems to be O.K. again for now. The new cable is a Belkin 1.8m USB-C to USB-A USB 2.0 Cable.

If the problems persist I think I will open a case.

Edit: Problem is persisting. I will open a case.

SteffenBaierUK · ‎04-22-2020

Hello @bmgr

I have seen your private Email regarding the two cases you opened. A few pointers support will ask you for:

What PC is this? Windows or Mac?
What OS version?
USB 2.0 or USB 3.0 port is used?
Docking station or external USB hub?

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

bmgr · ‎04-22-2020

Thanks. I have just added answers to those to the case.

This is using a Mac running Mac OS X 10.13.6.

I am connecting directly to a USB3 port (the Mac only has USB3.0 ports). Have same issue with the USB-C to USB3 cable and USB-C to USB2 cable I tried.