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Studio x50 disconnects and loses mic, cam and audio

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Occasional Visitor

Studio x50 disconnects and loses mic, cam and audio

Hello community,

 

We've just brought a Poly Studio X50. We use it in device mode, via a PC on a big monitor. 

 

About half the time when we connect it through device mode, its not able to find the polycom device. We tested other cables, other pc's, we even tested another Poly Studio X50. Nothing seems to work.

 

When ww use the same unit (Studio X50) on another network it works just fine. Is there som kind of network settings we need to apply on our network for Studio X50 to work in device mode?

 

Cheers Morten

Message 1 of 9
8 REPLIES 8
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Polycom Employee & Community Manager

Re: Studio x50 disconnects and loses mic, cam and audio

Hello @mckrogh ,

 

Welcome to the Poly Community.

Please get this into support. Usually, your Poly reseller can do this for you but try and ring Poly support in your region well.


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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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 9
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Occasional Visitor

Re: Studio x50 disconnects and loses mic, cam and audio

Hello,

 

Thanks for answering so fast. That is great service.

 

We have a dialog with the re-seller, but they are not able to figure out whats wrong.

 

Do you have a support for danish users that i can contact?

 

Cheers

Message 3 of 9
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Polycom Employee & Community Manager

Re: Studio x50 disconnects and loses mic, cam and audio

Hello @mckrogh ,

 

https://support.polycom.com/content/support/contact-us.html

 

Country Telephone

EMEA

Phone: +44 1753 723020

France

Phone: +33 1 41 32 18 20

Germany

Phone: +49 89 262059 222

Russia

Phone: +7 495 213 1222


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

Best Regards

Steffen Baier

----------------

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 9
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Occasional Visitor

Re: Studio x50 disconnects and loses mic, cam and audio

Hi,

 

We have the same problem with our X50, but we also get the problem while in a Teams call, sometimes after 5 min other times after 30 min.

We then need to restart the X50 to get it to work again....

 

Did you find a solution to the problem?

 

Thanks.

 

LarsViggo

Message 5 of 9
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Polycom Employee & Community Manager

Re: Studio x50 disconnects and loses mic, cam and audio

Hello @LarsViggo ,

 

Welcome to the Poly Community.

 

A very similar issue for either loss of Video, Audio or both has come into our support team and I suggest you open a ticket as well so we can analyze the logs etc.

 

Please mention 1-16585027441/EN-178384 or EN-178382

 

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

Best Regards

Steffen Baier

----------------

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 6 of 9
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Occasional Visitor

Re: Studio x50 disconnects and loses mic, cam and audio

Hi @SteffenBaierUK 

 

Thanks, now I installed the latest update (released on June and configured it for Teams and this kinda solved the problem... Because it's no longer possible to use the device mode at all when in Teams mode...

Message 7 of 9
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Occasional Visitor

Re: Studio x50 disconnects and loses mic, cam and audio

We have the same problem, our costumer uses the device mode.

 

In our case the behavior is:

after clicking on device mode - the dialogbox is flickering or it says we should connect a usb cable (which is still connected)

we saw also a yellow mark on the device manager

 

solution: restart the studio x50 (restart of PC didn't help)

 

in the near future we will switch to teams integration

Message 8 of 9
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Polycom Employee & Community Manager

Re: Studio x50 disconnects and loses mic, cam and audio


@SteffenBaierUK wrote:

 

A very similar issue for either loss of Video, Audio or both has come into our support team and I suggest you open a ticket as well so we can analyze the logs etc.

 

Please mention 1-16585027441/EN-178384 or EN-178382

 

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

Best Regards

Steffen Baier


Hello @stefanbrun 

 

please see the above.

 

Without this coming into support we cannot identify the root cause and work on a potential fix.

 

Best Regards

 

Steffen Baier

----------------

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 9 of 9