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Poly G7500 keeps having either audio or camera disconnection issues

NocturnalDC
Occasional Visitor

Poly G7500 keeps having either audio or camera disconnection issues

We have a Poly G7500 connected to a Poly Studio E70 camera as well as a Biamp Tesira Forte Dan VT for audio. Randomly, sometimes when the system is in use, sometimes when it is not, either the audio (Mics or speakers, or both) or the camera will get disconnected.

Message 1 of 7
6 REPLIES 6
Poly Mukesh
Polycom Employee & Moderator

Re: Poly G7500 keeps having either audio or camera disconnection issues

Hello @NocturnalDC 

 

Welcome to Poly Community !!

 

We suggest you update the unit to the latest version and see if it helps.

 

Also, make sure there is no connector or splitter in the setup and if you still encounter the issue, open a support ticket with us.

 

 

Best Regards,
Mukesh Kumar

Please ensure you always check the FAQ's.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Message 2 of 7
NocturnalDC
Occasional Visitor

Re: Poly G7500 keeps having either audio or camera disconnection issues

Hello Mukesh - What do you mean by connector or splitter?

Message 3 of 7
Poly Mukesh
Polycom Employee & Moderator

Re: Poly G7500 keeps having either audio or camera disconnection issues

Hello @NocturnalDC 

 

In case you are using any third-party USB extender in the setup, please avoid it and test.

 

 

Best Regards,
Mukesh Kumar

Please ensure you always check the FAQ's.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Message 4 of 7
NocturnalDC
Occasional Visitor

Re: Poly G7500 keeps having either audio or camera disconnection issues

Are third-party USB extenders not compatible with the G7500? Unfortunately our G7500 is mounted in our server room so we need to use an extender to connect to the camera in the conference room.

Message 5 of 7
Aweihl
Occasional Advisor

Re: Poly G7500 keeps having either audio or camera disconnection issues

I too have experienced this issue with 2 conference room setups with a G7500 and X70 in play. I have opened a ticket with Poly but do not have a resolution as of yet. 

Message 6 of 7
NocturnalDC
Occasional Visitor

Re: Poly G7500 keeps having either audio or camera disconnection issues

Hey Aweihl - We had to get rid of our USB extender to fix this issue and run a straight USB 3.0 cable from the camera to the G7500.

Message 7 of 7