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Poly CCX 600 Speaker Buzz/Fuzz

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Occasional Advisor

Poly CCX 600 Speaker Buzz/Fuzz

When the external phone speaker on the CCX 600 is powered/activated, it emits a low level buzz/fuzz sound.

 

This occurs when the speakerphone is activated (incoming call, with or without ringer on) and in use.  The fuzz is a soft noise underneath whatever sounds the speaker is making.

 

It also occurs whenever, best I can tell, the external speaker is powered on in preparation for use.  Examples are when there is an incoming call before it's answered and even in the power-off cycle if you reboot the device.

 

We have three of the CCX 600 which we are trialing.  All three have the same noise issue with varying intensities (e.g.: volume level of the fuzz).  One of the three can sometimes have the fuzz start and stop with no interaction with the device.  It may be intermittent?

 

I have moved the phones to different locations to see if there was some sort of unusual electromagnetic interference.  Same issue.

 

It may not be related, but I also get the error message "Software update is failed" on startup.  

 

I have also purchased one CCX 500.  That phone does not have noise during call-connections but there is a detectable fuzz when using the speakerphone.

 

All phones are running in Microsoft Teams mode.

Message 1 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Poly CCX 600 Speaker Buzz/Fuzz

Hello @steeps ,

 

Welcome to the Poly Community.

This should be logged with our support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

 

EDIT:For the Buzz/Fuzz issue please mention EN-172011

 

For the cosmetic issue with "Software upgrade is failed" I already opened an internal ticket myself so ask this to be linked to EN-169370.

 

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 7
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Occasional Advisor

Re: Poly CCX 600 Speaker Buzz/Fuzz

Thanks Steffen.  I've reached out to the retailer we purchased the devices through and they're going to connect with their distributor.

 

I do have to say that I'm quite perplexed at the noise in the speakerphone for a product that's advertised: "HD Voice," "Acoustic Clarity," and "world-class echo cancellation."  We have no similar issue with the VVX phones we currently use.

 

Listening with fresh ears this morning, the fuzz background noise is very apparent when the speakerphone is in use.  It's a substantial noise floor.  I took another listen to the CCX500 and the noise is there when the speaker is in use but does not seem to be present when a notification of incoming call is displayed (as it is with the CCX600).  It may just be more quiet.

 

As a final note, I mentioned that one phone seemed to have the fuzz go in and out.  On further listening, it almost sounds like a noise gate with a threshold just barely below the level of the buzz.  So it kicks on and off.  That wouldn't address the baseline issue of the ever-present noise/fuzz, but if a noise gate is a feature of your audio signal processing, perhaps a software fix to adjust the threshold could at least ensure the speaker is quiet when not in active use!

Message 3 of 7
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Polycom Employee & Community Manager

Re: Poly CCX 600 Speaker Buzz/Fuzz

Hello @steeps 

 

could you kindly contact me with your details via the messaging system within the community as we would like to route these devices directly to our specialist team?

 

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 4 of 7
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Polycom Employee

Re: Poly CCX 600 Speaker Buzz/Fuzz

This is a known issue which has already been addressed and will be included in a future firmware update.

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Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 5 of 7
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Occasional Advisor

Re: Poly CCX 600 Speaker Buzz/Fuzz

Jeff -- any ETA on the firmware update?

 

Is this simply a change to the sound processing settings?  A noise gate or speaker deactivation unless/until the speakerphone is in use?

 

The noise is present during use of the speakerphone.  It's clearly audible during conversations.  I'm glad to know if/that it can be fully addressed by a software update but I was thinking it may just be a hardware issue.

Message 6 of 7
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Occasional Visitor

Re: Poly CCX 600 Speaker Buzz/Fuzz

Hello Jeff,

 

I have purchased several CCX600 phones as well for testing and upgraded them to 5.9.13.0306 and I also experience the issue.  The static sound can be heard on boot/startup, toggling echo cancellation on/off, and after hanging up the call.

Jason B.
Message 7 of 7