Poly X50 - Framing is broken (Teams)

Occasional Advisor

Poly X50 - Framing is broken (Teams)

Hi Steffen,


I also opened a case for this issue we are having worldwide on every X50 after the update.


The tracking function is broken, whether you set the zoom to 2-3-4x it the camera seems to just go with the maximum zoom available.


Also group framing won't follow anymore like before just cutting through and not centering the person talking, 


Presenter tracking also has zoom issues, while frame speaker works after deactivating/reactivating tracking if you set a specific value (f.e. 2x) after some times it breaks and zooms to max amount.


The camera also goes black from time to time, we never experienced this.


We tested 10 different devices to be sure of this issue.


Do you have any workaround on this except for disable tracking or do we need tor ollback all of our devices to the previous version?



Message 1 of 6
Polycom Employee & Community Manager

Re: Poly X50 - Framing is broken (Teams)

Hello @cpe ,


Welcome back to the Poly Community.

Posting in the community does not open a support ticket. If you address a general post at a specific volunteer other volunteers may be discouraged from answering.


The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.

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

Best Regards

Steffen Baier


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 6
Occasional Advisor

Re: Poly X50 - Framing is broken (Teams)

I opened a ticket, it's being investigated, thanks.


It happens also on device mode and poly mode not just teams on all X50, so the title may be misleading.

Message 3 of 6
Chris West
Occasional Visitor

Re: Poly X50 - Framing is broken (Teams)



This I could also determine under the 3.14.1 everything works without problems, while under 3.14.2 the group framing works only limited. In the release notes there is also something under the heading "Group Framing" Improvements
This release includes general improvements to the group framing camera tracking feature.


Not sure if this works as expected. I for one have noticed that the group framing feature only does not work correctly when you are alone in the room (then maximum zoom and blurry image) but when a 2nd person enters the room the X50 zooms out again and the image is sharp again.


Kind Regards,


Message 4 of 6
Occasional Advisor

Re: Poly X50 - Framing is broken (Teams)

Thanks, I've noticed this,

and also the presenter tracking is broken.


Speaker framing is the only one that seems to work also if sometimes the camera has small "hiccups" and after 10 Minutes the zoom setting is lost.


I am in touch with poly support they made me record a video on multiple devices of the issue, x30 too.


This is currently being investigated.

Message 5 of 6

Re: Poly X50 - Framing is broken (Teams)

any new update and/or resolution?

thank you!

Message 6 of 6