We have Studio X50s updated to the latest firmware (3.6.0-210534) running latest version of Zoom Rooms (5.7.5/5.73) with Poly EagleEye IV USB PTZ cameras plugged-in to the USB port.
Yesterday, we started a Zoom meeting and the CPU utilization was so high (above 90%) the acoustic echo cancellation of the Studio X50 failed to perform and audio quality suffered terribly throughout the meeting.
We've opened a ticket with Zoom (#11994261) and I'm preparing to open a ticket with Poly.
Has anybody else experienced this?
Hello @Studio X50 User
Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.
Please ensure you share the Zoom and Poly ticket references.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Poly support case number:
Received a response from Poly's support representative regarding "high CPU utilization" when Poly Studio X50, in Zoom Rooms mode, has Poly EagleEye IV USB cameras attached:
"We have this seen this behavior when frequent camera switching is performed and presets are applied."
"Is the message appearing after a certain change is made, for example; after switching cameras or applying a preset?"
ANSWER: Yes! That's the problem!
The other problem we note is that when we set the three camera position presets for the camera built into the Poly Studio X50, and then we attempt to set presets for an attached Poly EagleEye IV USB, in our Zoom Rooms, the presets for the first camera (built-in camera) no longer work! In effect, presets can only be set, currently, for ONE of the cameras!
Did an interesting test.
A Poly support representative suggested that loss of acoustic echo cancellation, in his opinion, was the result of Zoom and not the result of plugging in Poly EagleEye IV USB cameras.
Yesterday, I installed the brand new Poly 3.7.0 (3.7.0-352042) firmware. (Zoom Rooms mode with appliance app version 5.7.5 and TC8 app version 5.7.3)
First, I'll describe what still does not work as expected.
One can set three standard Zoom Rooms camera preset positions for the following:
Poly, please make it possible to set three standard Zoom Rooms camera position presets for all three cameras. Thanks.
What seems to be fixed with 3.7.0:
We will be testing further to find out if acoustic echo cancellation performs as expected.
Hello @Studio X50 User ,
Welcome back to the Poly Community and thanks for the feedback.
Let me inform you anything posted in this community will not automatically make Poly Product Management aware and any feature request would need to be made formally via Poly sales.
Issues around faults etc. also need to be raised with Poly support.
It is great that you wrote up what you did for other community and Poly users.
The USB cameras/extenders remain in communication with the CPU on our Windows-based Zoom Rooms systems after bootup of the CPU device.
Is there a possibility Poly might be able to address this in the next firmware update?
Hello @Studio X50 User
please see my previous answer.