[FAQ] Video conferencing frequently asked questions

[SteffenBaierUK]

• This is a quick overview of the most commonly asked questions.
• This Section will be updated from time to time.
• The Poly Community is not a replacement for Poly Global Services Support and you may be asked to contact your Reseller or if outside warranty to work with Poly Support via PPI (Pay Per Incident) or a maintenance contract

NOTE:

Please ensure before posting any new Questions in the Community that you:

• Use the Poly Knowledge Base Search Functionality => here <=
• Use the Poly Community Search Functionality
• Check the Admin Guide and or Release notes matching your current => Software <= Version

Once a new Post is started please provide the minimum Information:

• Provide the Software Version of your video conferencing endpoint including the provider mode partner application
• Provide the exact Model of the Poly device
• Provide information if this is a day-one issue or if this happened after a Software Upgrade or any other details that can help
• Provide the Platform / Protocol that is being used for a call (Zoom, Microsoft Teams, Skype for Business, H.323 or SIP, GoToRoom, Blue jeans Room, Ring Central Rooms, StarLeaf, Dialpad Conference Room, Web Launcher
• If possible provide the MAC Address or Serial Number of the device
• If possible provide a Log and either attach them or use the => Code Tag <=

• Mar 8, 2012 Question: What kind of support should I expect from the Community?
  Clarification: Please check => here <=

• Jun 21,2014 Question: Is there a way I can make a test call to a Poly site?
  
  Answer: Have a look at this post => here <=

• Jun 21,2014 Question: Are there specific Ports in my firewall that I need to open in order to utilize video conferencing?
  
  Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <=.
  
  In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

• Jun 21,2014 Question: What could be causing one-way video or one-way audio when utilizing video conferencing?
  
  Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <= in order to open the relevant firewall ports.
  
  In addition, check this FAQ post => here <= for more details and troubleshooting suggestions.
  
  
• Jun 21,2014 Question: How can I factory restore a HDX system?
  
  Answer: Please check the Administrator’s Guide for "Using the Restore Button on the Poly HDX System" or the community's search results => here <=
  
  
• Jun 23,2014 Question: How can I factory restore a RealPresence Group Series system?
  
  Answer: Please check the Administrator’s Guide for "Performing a Factory Restore on the Poly RealPresence Group System"

• Jun 21,2014 Question: What is the factory default username and password of a HDX or Group Series system?
  
  Answer: 
  Default Username: admin
  Default Password: 14 digit HDX / Group Series serial number printed on the back fo the HDX / Group Series ending for example with the letters CN
  
  
• Jun 21,2014 Question: How can I factory restore a VSX system?
  
  Answer: Please check the Administrator’s Guide troubleshooting section or the community's search results => here <=

• Jun 21,2014 Question: What is the factory default username and password of a VSX system?
  
  Answer: 
  Default Username: admin
  Default Password: 14 digit VSX serial number printed on the back fo the VSX for example starting with 82
  
  
• Jun 22,2014 Question: How can I activate / check / verify / recover my license?
  
  Answer: Please check this post in the Software Licensing section => here <=
  
  A text file with the name sw_keys.txt should be created. The format should be:
  
  U <Tabulator>Serial<Tabulator>Key
  
  An example is attached to this FAQ >here<
  
  
• Jun 23,2014 Question: Am I entitled to a software upgrade?
  
  Answer: A Software update to the same Version number but a higher revision is usually free. A upgrade to the next version number (example 2.x to 3.x) requires the codec to be in warranty or a valid service contract.
  
  
• Jun 23,2014 Question: What Poly cameras are supported by the HDX and RealPresence Group Series video systems?
  
  Answer: Please check the Poly® EagleEye™ Series Cameras data sheet => here <= or the attached EagleEye sheet which list the support for analog (YPbPr) cameras.
  
  
• Jun 23,2014 Question: How can I change the video output signal on a HDX system?
  
  Answer: Pressing the display button on the remote for more than 2 seconds will provide an option to toggle between the relevant signals (VGA, Component etc.)
  
  
• Jun 23,2014 Question: Can I use an API with an HDX or RealPresence Group Series video system?
  
  Answer: Please check the relevant Integrator's Reference Manual => here <=. Please note that Telnet Port 24 is being used. Please check the Support Page in case the Link is outdated,
   
  

• Jul 03, 2014 Question: How can I use gather logs for Poly support for an HDX or RealPresence Group Series video system?
  
  Answer: 
  
  For a Group Series:
  Login to the Group Series => Diagnostic => Download Logs => click on Download system log
  
  For an HDX:
  Login to the HDX => Diagnostics => System Log => Download Logs => click on Download support information package
  
  
• Jul 22, 2014 Question: Which Poly Video End Points are LYNC / Skype for Business compatible?
  
  Answer: Only the HDX and the Group Series are Microsoft compatible (depending on Software Version and License if applicable).
  
  For more details please check the Poly® Unified Communications Deployment Guide for Microsoft® Environments  => here <=
  
  
• Jul 22, 2014 Question: How can I enable the “Allow Video Display on Web” option on a HDX?
  
  Answer: This must be enabled via the HDX GUI first via the remote => System => Admin Settings => General Settings => Security>Security Settings page 3 (Depending on the Software Version,his setting is unavailable when the Security Profile is set to Maximum)
  
  NOTE: You must use the system's remote control to do this!
  
  
  
• Nov 14, 2014 Question: How can I enable the “Allow Video Display on Web” option on a Group Series?
  
  Answer: This must be enabled via the Group Series GUI first via the remote => Settings => Administration => Security => Settings => Remote Access => Allow Video Display on Web as shown => here <= in detail.
  
  NOTE: You must use the system's remote control to do this!
  
  
• Aug 26, 2014 Question: How can I request a change to the current Software or request a new functionality?
  
  Answer: Please check => here <=
  
  
• Feb 03, 2015 Question: How to capture a screenshot of the current menu screen on the HDX , QDX, or GroupSeries systems?
  
  Answer: Open a web browser and navigate to http://systemIP/currentscreen.cgi 
  
  
• Feb 10, 2015 Question: Hosting Multipoint Calls on Poly® HDX® Series Systems?
  
  Answer: For more details check => here <= 
  
  
• Feb 10, 2015 Question: Can we use Simple Network Management Protocol (SNMP) MIB files for Poly Products?
  
  Answer: For more details check => here <= 
  
  

• Apr 07, 2015 Question: How can I prevent Ghost / Phantom calls to my Video Solution?
  
  Answer: A local Firewall or a Poly Firewall traversal solution can be utilized to stop this. In order to add this to a possible future Software version in the form of a whitelist please open a Feature Request or check the Security Center: Security Bulletin Relating to Worldwide Botnet Dialing H.323-Capable Systems
  
  

• May 26, 2015 Question: Where can I find details on Security Advisory relating to vulnerability on various Poly products?

  Resolution: Please check => here <=
  
  

• Feb 06, 2016 Question: Can I extend a Poly Microphone Array cable beyond its documented length limitation?

  Resolution: Please check => here <=
  
  

• Mar 23, 2016 Question: Where can I find details about End of Life and/or End of Support?
  Resolution: Please check => here <=
  
  
• Mar 23, 2016 Question: Where can I change the view on the monitors provided on an HDX or GroupSeries?
  
  Resolution: Please check the Configuring Monitor Settings or Monitor Profiles section within the Admin Guides
  
  

• Apr 22, 2016 Question: Why am I being asked to contact my Poly reseller for further support?

  Resolution: Please check => here <= for details.
  
  

• Apr 22, 2016 Question:Why am I being asked to provide my product's MAC address / Serial Number?

  Resolution: Poly only sells to qualified resellers and these may sell via dealers who may not be trained on these products. In order to identify the reseller, the unit was sold via we need the MAC address / Serial Number to provide their details so they can open a support ticket as explained => here <= 
  
  

• Jul 12, 2016 Question: What is HDCP?

  Resolution: HDCP stands for High-bandwidth Digital Content Protection to prevent copying of digital audio and video content as it travels across connections as explained in detail => here <= 
  
  

• Oct 25, 2017 Question: How can I locate a reseller in my region or who do I contact for an RMA?

  Resolution: Please check => here <= 
  
  

• Dec 12, 2017 Question: What basic network data is sent and received by a RealPresence Group Series?

  Resolution: Please check => here <= 
  
  

[SteffenBaierUK]

• Aug 09, 2016 Question: Why can Poly not discuss future software Versions within the Community?

  Explanation:Poly, as a US-based company, cannot share any future release dates or new features due to the requirement of a non-disclosure agreement / NDA prior to this. Via the medium of a community forum, we are unable to do this.
  
  

• Sep 05, 2016 Question: Where can I find Dimensional Drawings for RealPresence Group systems and accessories?
  Explanation:Please check => here <=
  
  

• Oct 06, 2016 Question: How can I host my own server for RealPresence Group updates?
  
  

  Explanation:Please check => here <=
  
  

• Oct 10, 2016 Question: Can I share my Display from an Apple Computer?
  Explanation: Due to a policy established by Apple Computer, Inc., you cannot disable the HDCP encryption service on the DVI or HDMI outputs of a computer that is manufactured by Apple Computer, Inc.
  
  

• Oct 10, 2016 Question: Does the RealPresence Group system support Skype for Business Online, Skype for Business 2015, or Lync 2013 Server?
  Explanation: The Skype for Business and Microsoft Office 365 features included in this version of RealPresence Group Series version 6.1.1 is officially supported.
  
  Utilizing a GroupSeries in Skype for Business Online mode no longer requires a PolycomTouch control
  
  Note: This is not required for registration with the Skype for Business on-premises server.
  
  

• Jan 04,2016 Question: Can I connect other Cameras to a HDX and RealPresence Group Series video systems?
  Answer: Please check the HDX / RealPresence Group Admin Guide under the Section Connecting Cameras as we describe the type of analog connections the HDCI input can take. Polycom has HDCI adapter cables, please refer to the Integrator's Reference Manual for those to work with your application.
  
  
• Jan 26,2017 Question: What other Microsoft Products is Polycom compatible with?
  Answer: For a comprehensive overview please check the Polycom Unified Communications Solution for Microsoft Environments => here <=
  
  
• Feb 10,2017 Question: Can I remotely take a Wireshark capture from a RealPresence GroupSeries?
  Answer: Since Software Version 4.1.1 you can follow this tech tip => here <= via Telnet on Port 23
  
  
  
• Mar 06,2017 Question: How can I check if or when my Polycom product is end of life?
  Answer: Please check under Self Service > Product End of Life Search
  
  
• Mar 12,2017 Question: How can I backup my GroupSeries?
  Answer: Utilities => Services => Profile Center => Current Settings Profile => Download
  Passwords are not included when you store a profile
  
  
• Apr 05,2017 Question: What LYNC or Skype for Business Version is supported by the CX7000?
  Answer: The latest available Software Version 1.2.0 supports LYNC 2010 and LYNC 2013. Skype for Business is not supported.
  
  
• Feb 16,2018 Question: Does an HDX Support Skype for Business Servers?
  Answer: No the HDX only supports up to Microsoft Lync 2013
  
  
• Mar 29,2018 Question: How can I change the Remote ID for an HDX or Group Series?
  Answer: Please check => here <=
  
  

• Aug 29, 2018 Question: Can I connect/pair my Polycom Trio to a Polycom RealPresence GroupSeries?

  Resolution: UC Software 5.7.1 Rev AB or later for Polycom Trio added support to connect to a GroupSeries running 6.1.8 or later. This also allows using of additional supported cameras via the GroupSeries. More details can be found => here <=
  
  

• Aug 29, 2018 Question: Are there any limitations when pairing a GroupSeries with a Polycom Trio?

  Resolution: The GroupSeries must be hardware 20 or older as shown => here <=
  
  

• Sep 13, 2018 Question: Does the Trio support H.323 calls when paired with a GroupSeries in VisualPro mode?
  Resolution: This is at present only supported as a Sandbox.
  
  
• Sep 13, 2018 Question: Does the Trio support Skype for Business and multiple additional registrations when paired with a GroupSeries?
  Resolution: Please check => here <=
  
  
• Mar 20, 2019 Question: Is there an overview of USB Vendor and Product ID's?
  Resolution: Please check => here <=
  
  
• Mar 20, 2019 Question: Can I protect the USB Port on a GroupSeries?
  Resolution: Please check => here <=
  
  

• Mar 16, 2016 Question: Can I receive automatic notifications for software updates for Poly Devices?

  Resolution:Either sign up for Support Notifications =>here<= or Subscribe to the RSS feed =>here <=
  
  

• Jan 28, 2020 Question: Are there any restrictions on upgrading a Poly GroupSeries or VisualPro directly from 4.0.2 or later to 6.2.2.1?

  Resolution: In order to Upgrade the device an interim step is required as you need to first upgrade to v6.2.0.2 and then upgrade to v6.2.2.1 or later. Please check >here< for additional details.
  
  

• Apr 16, 2020 Question: Are there any recommended USB cables for the Studio X or G7500 family?

  Resolution: Please check >here< but understand that normal USB2.0 or USB3.0 cable length restrictions apply
  
  

• Apr 16, 2020 Question: Can I capture the Screen UI of a G7500, Studio X50/X30/X70 or TC device?
  Resolution: This functionality is at present not available.
  
  
• May 19, 2020 Question: Does a Poly G7500 or Studio X50/X30 support REST API?
  Resolution: Details on this can be found in the Poly VideoOS REST API Reference Guide >here< (or search the Support Page for the latest) or for instructions check >here<
  
  
• June 30, 2020 Question: Is there an overview of supported features running a Poly G7500 or Studio X50/X30 Poly Video OS Partner App mode?
  Resolution: Please check >here<
  
  
• July 1, 2020 Question: How to sign in to Microsoft Teams using a Poly Studio X50/X30?
  Resolution: Please check >here<
  
  

• July 21. 2020 Question: Can a Poly Trio C60 support Microsoft Teams or Zoom at the same time as Skype for Business or openSIP?

  Resolution: Have a look at the Switching Call Applications on Trio C60 – Poly OpenSIP and Microsoft Teams >here<
  
  

• Jan 3, 2020 Question: Is there a way to modify Intunes Policy Exclusion for Teams Android Devices to cater to older Android versions?

  Resolution: Please check => here <=
  
  

• Jun 03, 2021 Question: Can I provision a Poly G7500 or Studio X via USB or a local HTTP server, and what format do I need to use?

  Resolution: Please check => here <=
  
  

• Sep 02, 2021 Question: Why does my Poly device display “Something went wrong. Let's try again” when trying to sign into Teams?

  Resolution: Microsoft has a 50-device limit which will stop devices to sign back in. This may be caused by previous stale registrations, and these must be removed in the Microsoft Endpoint Manager admin center as explained >here< or in detail >here<
  
  

• Sep 14, 2021 Question: How can I report Issues with Teams running on a Poly device in Native Teams mode?

  Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.
  
  

• Oct 13, 2021 Question: What is the difference between Microsoft Teams Room on Android MTRoA to MTRoW?

  Answer: Please check >here< for a feature Comparison. Some Features depend on our Partner Microsoft and others may depend on Poly availability within current software.
  
  

• Oct 13, 2021 Question: How can I use the Poly Control App on a Studio X or G7500?

  Answer: This was added in 3.6.0 and please check >here<
  
  

• Jun, 2022 Question: Is there a way I can get the device MAC Address from the Device Serial?

  Resolution: Please check >here<
  
  

• Aug 2022 Question: Can I use or test Digital Signage using a Poly Studio X or G7500?

  Resolution: Please check >here<
  
  

• Aug 12, 2022 Question: Can I onboard/provision Poly Studio X or G7500 to Poly Lens automatically?

  Resolution: Please check >here<
  
  

• Sep 05, 2022 Question: Is there a list of Software versions/overview of URLs for Studio X or G7500 to upgrade or downgrade using the Custom URL?

  Resolution: Please check >here<
  
  

• Sep 09, 2022 Question: What basic network data is sent and received by a Poly Studio X or G7500, or TC device?

  Resolution: Please check => here <= 
  
  

• Jun 03, 2023 Question: What are the factory default username and passwords of a Studio X or G7500 system?
  
  Answer: 
  Default Username: admin
  Default Password: Last 6 digits of the device serial all in Upper case capitals