Studio X50 + Zoom Rooms + Poly EagleEye IV USB = High CPU Utilization For Us On Occasion

[Studio X50 User]

We have Studio X50s updated to the latest firmware (3.6.0-210534) running latest version of Zoom Rooms (5.7.5/5.73) with Poly EagleEye IV USB PTZ cameras plugged-in to the USB port.

• Sometimes, we have noted messages on the Zoom Rooms displays warning us that our Poly Studio X50 was experiencing "high CPU utilization" that was degrading meeting call quality.

Yesterday, we started a Zoom meeting and the CPU utilization was so high (above 90%) the acoustic echo cancellation of the Studio X50 failed to perform and audio quality suffered terribly throughout the meeting.

We've opened a ticket with Zoom (#11994261) and I'm preparing to open a ticket with Poly.

Has anybody else experienced this?

[SteffenBaierUK]

Hello @Studio X50 User 

Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.

Please ensure you share the Zoom and Poly ticket references. 

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

Best Regards

Steffen Baier

[Studio X50 User]

Poly support case number:

32449056

Received a response from Poly's support representative regarding "high CPU utilization" when Poly Studio X50, in Zoom Rooms mode, has Poly EagleEye IV USB cameras attached:

"We have this seen this behavior when frequent camera switching is performed and presets are applied."

"Is the message appearing after a certain change is made, for example; after switching cameras or applying a preset?"

ANSWER: Yes! That's the problem!

[Studio X50 User]

The other problem we note is that when we set the three camera position presets for the camera built into the Poly Studio X50, and then we attempt to set presets for an attached Poly EagleEye IV USB, in our Zoom Rooms, the presets for the first camera (built-in camera) no longer work! In effect, presets can only be set, currently, for ONE of the cameras!

[Studio X50 User]

Did an interesting test.

A Poly support representative suggested that loss of acoustic echo cancellation, in his opinion, was the result of Zoom and not the result of plugging in Poly EagleEye IV USB cameras.

• So, we kept the Poly EagleEye IV USB cameras plugged into the USB ports of the Poly Studio X50.
• I then logged into my Zoom administration portal and turned off ultrasonic proximity detection, as the support representative suggested, and that did not resolve the loss of acoustic echo cancellation issue as my far site meeting participant indicated the echo was still there and "as bad as ever".
• Here is what did resolve the loss of acoustic echo cancellation: I unplugged the Poly EagleEye IV USB camera from the USB port of the Poly Studio X50 and restarted the Poly Studio X50.
• Rejoined the video call and the far site reported the call was free of echo and joy was achieved.
• We consistently note that our Zoom Rooms based on just the built-in camera of the Poly Studio X50 never have issues and never lose acoustic echo cancellation.
• We only experience problems in our Zoom Rooms where we have Poly EagleEye IV USB cameras plugged into the USB ports of the Poly Studio X50. (Loss of acoustic echo cancellation, choppy audio, and text warnings about excessively high CPU utilization on the Zoom Rooms displays.)

[Studio X50 User]

Yesterday, I installed the brand new Poly 3.7.0 (3.7.0-352042) firmware. (Zoom Rooms mode with appliance app version 5.7.5 and TC8 app version 5.7.3) 

First, I'll describe what still does not work as expected.

• Three standard Zoom Rooms camera preset positions cannot be set for a second Poly EagleEye IV USB camera (only one preset position can be applied to a second Poly EagleEye IV USB camera)

One can set three standard Zoom Rooms camera preset positions for the following:

• The camera built into the Poly Studio X50
• One attached Poly EagleEye IV USB camera
• However, when one attaches a second Poly EagleEye IV USB camera, one can only set a single camera preset position for that camera. 

Poly, please make it possible to set three standard Zoom Rooms camera position presets for all three cameras. Thanks.

What seems to be fixed with 3.7.0:

• We no longer see the dreaded text message on our room displays warning us that our Poly Studio X50 CPU utilization is degrading call quality (Thank you!)
• We formerly noticed that switching between camera modes (group-framing, manual, speaker-framing, Smart Gallery) resulted in freezes whereas now -- with the new 3.7.0 firmware -- switching between these modes seems to work without a problem (Thank you!)

We will be testing further to find out if acoustic echo cancellation performs as expected.

Thank you.

[SteffenBaierUK]

Hello @Studio X50 User ,

Welcome back to the Poly Community and thanks for the feedback.

Let me inform you anything posted in this community will not automatically make Poly Product Management aware and any feature request would need to be made formally via Poly sales.

Issues around faults etc. also need to be raised with Poly support.

It is great that you wrote up what you did for other community and Poly users.

Best Regards

Steffen Baier

[Studio X50 User]

• Is there a way to maintain communication between the Poly EagleEye IV USB cameras using Icron Ranger 2304 USB extenders and the Poly Studio X50?
• We find that if we connect the Poly EagleEye IV USB cameras using only a USB cable, then communication is maintained even after booting the Poly Studio X50.
• However, if the Poly EagleEye IV USB camera is located some distance away from the Poly Studio X50 and, thus, a USB-over-Cat6 extender is necessary, then communication is lost after booting the Poly Studio X50.
• We restore communication between the two devices by simply unplugging and reinserting the USB plug into the USB-A port of the Poly Studio X50.
• It would be nice if they would simply remain connected.

The USB cameras/extenders remain in communication with the CPU on our Windows-based Zoom Rooms systems after bootup of the CPU device.

Is there a possibility Poly might be able to address this in the next firmware update?

[SteffenBaierUK]

Hello @Studio X50 User 

please see my previous answer.

Best regards

Steffen Baier

[Studio X50 User]

The high CPU utilization issue is now resolved where the Poly firmware is concerned, however...

...our Poly Studio X50s continue to reset themselves on Sundays.

On Monday, I have to pull the PTZ camera USB plugs connected to Icron USB extenders and re-insert them to get them to reinitialize. It seems to me there should be a way, if the Studio X50 device is going to restart, for the USB devices using extenders to remain functional... without having to pull the USB plug and reinsert it. Very tedious.

In addition, it still isn't possible to set three presets for each of the three cameras. Remember...

1. There is the built-in camera (we can set three presets for this)

2. We use one of the USB inputs for external pan-tilt-zoom camera #1 (we can set three presets)

3. We use a second USB input for external pan-tilt-zoom camera #2 (we continue to only be able to set one preset).