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Paired IP Audio Device is Disconnected from G7500

Symptom:

You paired an IP audio device with your G7500 system but can’t use it. On the system web interface

Device Management

 page, you see that the device is 

Disconnected

.

Problem:

A paired device must have a 

Connected

 status to use. A 

Disconnected

 status may mean there’s a

physical connection issue or your device or system is malfunctioning.

Workaround:

Reconnect cables or factory restore your hardware. Complete each step until you’ve fixed the issue.

Procedure

1.

Check the device LED. If it isn’t blinking blue, reconnect the LAN cable to the device and system.

2.

If the device is a Poly Microphone IP Adapter, also reconnect its power supply cables.

3.

Perform a factory restore on the device.

4.

Perform a factory restore on the system.

Poly TC8

Use the following information to troubleshoot issues with a Poly TC8 device.

Poly TC8 Can’t Pair to the Video System

Symptom:

After powering on the device, it doesn’t automatically pair with the video system. You also can’t manually
pair the device from the 

Available Devices

 list in the video system web interface.

Problem:

Network traffic on TCP port 18888 is blocked.

Workaround:

Procedure

»

Allow traffic on TCP port 18888.

Poly TC8 Doesn’t Display On the Available Devices List

Symptom:

Even though the device you want to pair is connected to the network, you don’t see it under 

Available

Devices

 in the video system web interface.

Troubleshooting

93

Summary of Contents for P010

Page 1: ...stering Poly Polycom products or services go to Polycom Support Plantronics Inc Poly formerly Plantronics and Polycom 345 Encinal Street Santa Cruz California 95060 2019 Plantronics Inc All rights reserved Poly the propeller design and the Poly logo are trademarks of Plantronics Inc All other trademarks are the property of their respective owners ...

Page 2: ...X30 System Ports 12 LED Status Indicators 13 LED Status Indicators for the G7500 System 13 LED Status Indicators for the Studio X50 and Studio X30 Systems 14 Completing Initial System Setup 15 Complete Setup with the System Web Interface 15 Complete Setup with Provisioning 16 Change Conferencing Partner 16 Managing Peripheral Devices 16 Pairing IP Devices on the Link Local Network 16 Pair an IP De...

Page 3: ...a Host Name and Domain Name 32 Manually Configure DNS Settings 32 Configure VLAN Settings 32 Configure 802 1X Settings 33 Configure Wired LAN Options 33 Configure Wi Fi Settings 34 Configure Network Quality Settings 34 Securing the System 37 Managing System Access 37 Local Accounts 37 Configure System Access Settings 40 Configure the System Web Interface Port Lock 41 Disable USB Ports 41 PKI Certi...

Page 4: ...ed HDCI Input Resolutions 64 Configure Monitor Settings 64 Configure a Touch Monitor 65 Monitors with CEC 65 Disable CEC 65 Enable CEC 65 Configure General Camera Settings 66 Configure Camera Tracking Settings 67 Configure Video Input Settings 68 Sharing Content 71 Default Option for Sharing Content 71 Customizing the Local Interface 72 Configure Dual Monitor Display Settings 72 System Maintenance...

Page 5: ...nfigure SNMP 89 Download MIBs 91 Checking System Status 91 Check Status in Local Interface 91 Check Provisioning Results 92 Paired IP Audio Device is Disconnected from G7500 93 Poly TC8 93 Poly TC8 Can t Pair to the Video System 93 Poly TC8 Doesn t Display On the Available Devices List 93 Paired Poly TC8 is Disconnected 94 Poly TC8 Paired to Inaccessible Video System 95 Can t Wake the System by To...

Page 6: ...ication basics video teleconferencing and voice or data equipment Related Poly and Partner Resources See the following sites for information related to this product The Polycom Support Site is the entry point to online product service and solution support information including Licensing Product Registration Self Service Account Management Product Related Legal Notices and Documents Software downlo...

Page 7: ...tform with their customers current UC infrastructures making it easy for you to communicate face to face with the applications and devices you use every day The Polycom Collaboration Services help your business succeed and get the most out of your investment through the benefits of collaboration Before You Begin 6 ...

Page 8: ...oin meetings using third party conferencing applications Poly G7500 System Features and Capabilities The G7500 systems support the following features Peripheral cameras and microphones make the system scalable for medium rooms and up to large integrated rooms Placing and joining video calls Sharing wireless and wired content Camera tracking technology that can automatically zoom in on the person t...

Page 9: ...ware Placing and joining video calls Sharing wireless and wired content Built in 4K camera with ultra wide 120 degree field of view Camera tracking technology that automatically frames the group of people in the room High fidelity built in stereo microphones that pick up sound within 3 66 m 12 ft and use spatial audio for life like presence and clarity Poly NoiseBlockAI which during calls eliminat...

Page 10: ... the system web interface to perform administrative tasks The system web interface enables you to do the following actions Finish setting up your system Remotely configure and manage your system Unlike the local interface you can configure every setting through the system web interface Procedure 1 Open a web browser and enter the system IP address When setting up your system the onscreen instructi...

Page 11: ...microphones and controllers Overview of Poly G7500 Studio X50 and Studio X30 Hardware The following figures and tables provide information about hardware features available on your system Related Links HDMI I O on page 62 Poly G7500 System Ports The following illustration and table explain the ports on the back panel of your G7500 system G7500 System Back Panel Port Descriptions Ref Number Port De...

Page 12: ...eripheral devices 13 Power Related Links Specify the Primary and Fence Microphones on page 58 Related Links LED Status Indicators for the System LAN Ports on page 96 Poly Studio X50 System Ports The following illustration and table explain the ports on your Poly Studio X50 system Poly Studio X50 System Port Descriptions Ref Number Port Description 1 3 5 mm audio line in reserved for future use 2 3...

Page 13: ... LAN connection for the system 11 Power Poly Studio X30 System Ports The following illustration and table explain the ports on your Poly Studio X30 system Poly Studio X30 System Port Descriptions Ref Number Port Description 1 Power 2 Security lock 3 Factory restore pinhole 4 HDMI output for the primary monitor 5 USB C port dual role port provides power only 6 HDMI input for sharing content for exa...

Page 14: ...Factory Restore the System on page 79 LED Status Indicators for the G7500 System Use the LED on the front right corner of the codec to get information on the state of your system G7500 System LED Status Indicators Indicator Status Blinking white Powering on Solid white Working normally Blinking amber Update in progress Solid amber Sleeping Blinking red Error preventing normal operation Setting Up ...

Page 15: ...cations with the following cases Tracking people in the group framing and speaker tracking mode Indicating the direction of the camera that you customize in the pan tilt zoom PTZ mode Pulsing red Twelve in the middle Call on hold Pulsing green Twelve in the middle Call on hold by far site Solid white for 3 seconds Twelve in the middle Saving a preset Solid red All Muted microphone Pulsing amber Al...

Page 16: ...process you also must manually configure or provision the following system settings for an optimal deployment and user experience Local administrator password For security reasons don t use the default password Country If you use the default country setting the system s Wi Fi settings may not be optimal for your country or region Timezone Depending on the system location using the default timezone...

Page 17: ...rovisioning service automatically configures these settings on your system Initial system setup is complete You can start using the system Related Links Register the System with a Provisioning Service on page 28 Change Conferencing Partner You can switch the conferencing partner application your system uses for example Poly or Zoom Rooms Note The system retains previously configured settings after...

Page 18: ...u can disable automatic pairing with your system s link local network LLN connections If you disable automatic pairing you must manually pair a device in the system web interface to use the device Procedure 1 In the system web interface go to General Settings Device Management 2 Clear the Enable New Device Auto Pairing check box Manually Pair an IP Device If you turn off automatic pairing of link ...

Page 19: ...ar devices for example to control the system with more than one Poly TC8 device Procedure 1 Connect the device you want to pair to an Ethernet port in the room 2 In the system web interface go to General Settings Device Management Note The Enable New Device Auto Pairing setting applies only to link local network LLN devices not devices connected to the primary network 3 Under Available Devices fin...

Page 20: ...B devices You can only connect a USB device to a G7500 system Procedure Connect the device to a USB port on the back of your system IP Microphones You can use a combination of IP based Polycom table and ceiling microphones with your G7500 system These microphones also support Polycom Acoustic Fence technology The Studio X50 and Studio X30 don t support IP microphones You can connect up to three of...

Page 21: ...s on the ceiling microphone Poly IP Table Microphone Port Descriptions Ref Number Port Description 1 Link local network LLN connection 2 Microphone cable connector 3 Microphone cable connector LED Status Indicators for IP Microphones Use the LED on the IP table and ceiling microphones to get information on the state of each device IP Microphone LED Status Indicators Indicator Status Solid then bli...

Page 22: ...er The Poly Microphone IP Adapter lets you connect non IP Polycom audio devices with your system For example if your Polycom microphone uses a Walta Walta cable you can connect it to your system through the microphone adapter The Studio X50 and Studio X30 don t support the microphone adapter See the latest video system Release Notes for which audio devices work with the microphone adapter Note You...

Page 23: ...tions Ref Number Port Description 1 USB 2 0 debugging port 2 Polycom microphone Walta Walta connector 3 Power 4 Link local network LLN connection 5 LED status indicator 6 Factory restore pinhole LED Status Indicators for the Microphone Adapter Use the LED to get information on the state of your microphone adapter Setting Up the System 22 ...

Page 24: ...o the Microphone Adapter To connect a non IP Polycom microphone to the microphone adapter use a RealPresence Group Series microphone array Walta Walta cable You can then daisy chain up to three more microphones to the one directly connected to the adapter For more information see the Polycom Microphone IP Adapter Setup Sheet Move a Microphone Adapter to Another Location You might need to move your...

Page 25: ... the system web interface go to General Settings System Settings 2 Enter the Device Name Room Name or both The system supports double byte characters 3 Select Save Provide Contact Information Enter contact information for your system so that users know whom to call when they need assistance Procedure 1 In the system web interface go to General Settings My Information 2 Go to Contact Information 3 ...

Page 26: ...tem to use a time server You can also select Off to manually enter the date and time Primary Time Server Address Specifies the address of the primary time server your system uses when you set Time Server to Manual Secondary Time Server Address Specifies the address of the time server your system uses when the Primary Time Server Address doesn t respond This is an optional field Current Date and Cu...

Page 27: ... when you want your device to go to sleep after a period of inactivity Sleep mode can help prevent monitor burn in Procedure 1 In the system web interface go to General Settings System Settings 2 For Display select whether you want to display a black screen or no signal message 3 For Time Before System Goes to Sleep select how long the device can be idle before it goes to sleep 4 Select the Enable...

Page 28: ...ata Collection You can stop your system from sending usage data to Poly Procedure 1 In the system web interface go to Servers Cloud Preferences 2 Clear the check box to stop the data collection Configuring General Settings 27 ...

Page 29: ...s or checks for updates an alert displays on System Status If the system loses registration with the service it continues to use the most recent configuration it received Note To maintain call connection you can t configure provisioning settings during a call For a list of configuration parameters see the Poly VideoOS Configuration Parameters Reference Guide Related Links Updating Software on page...

Page 30: ...rify that Registration Status changes from Pending to Registered It might take a minute or two for the status to change Related Links Check Provisioning Results on page 92 Complete Setup with Provisioning on page 16 Download a Template Configuration File Template configuration files show how parameters are set on your system You can use this template to modify parameters and import the changes to ...

Page 31: ... Interface You can manually update the third party conferencing software on your system Download the update file from your conferencing provider s website and save it on your computer Procedure 1 In the system web interface select Application Management 2 Select the conferencing application you want to update 3 Select Choose File navigate to the update file on your computer and select Open Your sy...

Page 32: ...ust have a DHCP server deployed in your environment Procedure 1 In the system web interface go to Network Primary Network IP Addresses 2 For IP Address select Obtain IP address automatically Some of your IP address settings populate automatically and are read only 3 Select Save Manually Configure IPv4 Address Settings You can manually specify the system s IPv4 address settings Procedure 1 In the s...

Page 33: ...HCP you can t configure these settings They display as read only Procedure 1 In the system web interface go to Network DNS 2 Enter the DNS server addresses your system uses you can enter up to four addresses 3 Select Save Configure VLAN Settings You can configure your system s virtual LAN VLAN settings Procedure 1 In the system web interface go to Network Primary Network LAN Options 2 Turn the Ena...

Page 34: ...P 802 1X setting 3 Enter a EAP 802 1X Identity for your system You can t leave this field blank 4 Enter a EAP 802 1X Password for your system This setting is required when you use EAP MD5 EAP PEAPv0 or EAP TTLS 5 Select Save Related Links PKI Certificates on page 42 Configure Wired LAN Options You can configure other LAN properties for your system in the local interface or the system web interface...

Page 35: ...imit This setting applies only to error ICMP packets This setting has no effect on informational ICMP packets such as echo requests and replies Generate Destination Unreachable Messages Generates an ICMP Destination Unreachable message if the system can t deliver a packet to its destination for reasons other than network congestion Respond to Broadcast and Multicast Echo Requests When enabled your...

Page 36: ...resents a priority level between 0 and 7 DiffServ Represents a priority level between 0 and 63 Video Specifies the IP Precedence or DiffServ priority level for video RTP and associated RTCP traffic Audio Specifies the IP Precedence or DiffServ priority level for audio RTP and associated RTCP traffic Control Specifies the IP Precedence or Diffserv priority level for control traffic on the following...

Page 37: ...uest that routers reserve bandwidth along an IP connection path To use this feature the near and far site must support RSVP Dynamic Bandwidth Enable this setting if you want the system to automatically determine the optimal call rate Maximum Transmit Bandwidth Specifies the maximum transmit call rate between 64 kbps and the system s maximum line rate Use this setting when the system connects to th...

Page 38: ...the following system interfaces Local interface System web interface Local Accounts The system stores local account IDs and passwords Configure Password Policies You can specify requirements for administrator remote access and SNMP passwords for your system Poly strongly recommends that you create an administrator password for your system Procedure 1 In the system web interface go to Security Pass...

Page 39: ...can change to 345cde but not to 234bcd Maximum Consecutive Repeated Characters The maximum number of consecutive repeated characters allowed in a password For example if you set this to 3 aaa123 is a valid password but aaaa123 is not Password Expiration Warning Specifies how many days in advance a warning displays indicating that the password expires soon if you set a maximum password age Can Cont...

Page 40: ... also use the room password for remote logins Disable this option to require a separate password for remote logins 3 Select Save Related Links Complete Setup with the System Web Interface on page 15 Configure Account Lockout Settings You can specify account lockout controls to prevent unauthorized access to your system Procedure 1 In the system web interface go to Security Local Accounts 2 Configu...

Page 41: ... Web Access Specifies whether you can access the system using the system web interface Restrict to HTTPS Specifies that you can access the system web interface only over port 443 Enabling this setting closes access through port 80 HTTP Web Access Port HTTP Specifies the port to use when accessing the system web interface over HTTP If you change the default port 80 specify port 1025 or higher and m...

Page 42: ... Lock Duration Specifies the amount of time that the web interface remains locked due to failed login attempts When this period expires the failed login attempts counter resets and you can try to log in again Reset Port Lock Counter After Specifies the number of hours starting with the first failed login attempt during which subsequent failed login attempts are counted against the maximum number a...

Page 43: ...thentication framework for wired connections create a CSR and install the resulting CA signed certificate on your system so it s trusted on the network If you want to navigate with a browser over a secure connection to your system web interface create a CSR and install the resulting CA certificate chain on your system to replace its factory installed certificate which is not trusted Provisioning y...

Page 44: ...is blank Maximum Characters 128 State or Province ST Specifies the state or province where your organization is located Default is blank Maximum Characters 128 Country C Displays the country selected in the setup wizard Cannot be changed here SAN FQDN Specifies the FQDN assigned to the system This is the same as the Common Name CN but it isn t truncated Default is blank Maximum Characters 253 SAN ...

Page 45: ...requires a remote server to present a valid certificate when connecting to it for services such as provisioning Install a Certificate Once you receive a signed certificate from the CA that processed your CSR you can install it on your system This option isn t available if your certificate is provisioned to the system Procedure 1 In the system web interface go to Security Certificates 2 Select Inst...

Page 46: ...oves these certificates Procedure 1 In the system web interface go to Security Certificates 2 Locate the certificate you want to delete and select Delete in the same row as the certificate Caution You can t undo this action 3 Confirm by selecting Delete A message indicates that the system deleted the certificate Certificate Revocation During certificate validation your system checks whether certif...

Page 47: ...display on the page and include information about the issuing CA when the CRL was updated and when it s scheduled to update again Delete a CRL You can remove CRLs that were previously uploaded on the system This option is not available if your CRL is provisioned to the system Procedure 1 In the system web interface go to Security Certificates 2 Under Revocation select Delete next to the CRL you wa...

Page 48: ... in Certificate Use Responder Specified in Certificate Some certificates include the OCSP responder address When you enable this setting your system attempts to use this address when present instead of the Global Responder Address you specified Note Only HTTP URLs in a certificate s AIA field are supported 3 Select Save Call Encryption Check your conferencing application documentation for informat...

Page 49: ...the firewalls that you traverse allow your system to use outbound TCP and UDP connections Firewalls with a stricter rule set must allow the system to use at least the following outbound TCP and UDP ports 1720 TCP 14085 15084 TCP 1719 UDP and 16386 25386 UDP Firewalls must allow inbound traffic to the TCP and UDP ports used for outbound traffic 5 Configure the following settings Setting Description...

Page 50: ... and destination port these must be open on the firewall NAT Configuration Specifies if the system automatically determines the NAT public WAN address If the system isn t behind a NAT or is connected to the network through a VPN set this option to Off If the system is behind a NAT that allows HTTP traffic set this option to Auto If the system is behind a NAT that doesn t allow HTTP traffic set thi...

Page 51: ...a PAC file Manual You specify the proxy address port and credentials This method lets you configure your system with only one proxy If your configuration includes automatically downloading a PAC file there must be an expiration associated with the file so the system knows when to download a new one Make sure your PAC file server includes an Expires header in its HTTP response for example Expires W...

Page 52: ... to download a proxy auto configuration PAC file Procedure 1 In the system web interface go to Network Primary Network Web Proxy Settings 2 Select Automatic Configuration 3 If checked clear the Enable WPAD check box 4 Enter the Proxy Username and Proxy Password 5 Enter the PAC URL from which your system downloads the PAC file 6 Select Save Your system automatically downloads and reads the PAC file...

Page 53: ...rmation Type of connection for example web ID associated with the session for example admin or user Remote address IP addresses of the hosts accessing your system This list doesn t show details related to sharing content For example if someone shares a video from an HDMI connected laptop you don t see that this device is connected to the system Procedure In the system web interface go to Diagnosti...

Page 54: ...3 Bidirectional Static TCP SCTP Static TCP HTTPS web server listener that provides TLS access to the web interface Zero Touch Onboarding Provisioning for example RealPresence Resource Manager Video system control using the Poly TC8 device REST API Yes No 514 Outbound Static UDP Remote logging No Yes 601 Outbound Static TCP Remote logging No Yes 2000 Inbound Static UDP Multicast pairing Yes No 4443...

Page 55: ...atic TLS Remote logging No Yes 7080 Inbound Static TCP Web services Yes No 7081 Inbound Static TCP Web services Yes No 18888 Inbound Static TCP Modular room messaging Yes No Various Other ports may be used depending on the conferencing application you ve selected See the partner s relevant documentation for more information Securing the System 54 ...

Page 56: ...onnect a SoundStructure digital mixer to your system Procedure 1 In the system web interface go to Audio Video Audio General Audio Settings 2 Configure the following settings your changes save automatically Setting Description Polycom StereoSurround Enables Polycom StereoSurround software for all calls This feature isn t available on the Studio X30 system To use StereoSurround make sure you correc...

Page 57: ...ifies the audio level in decibels that the system transmits sound Unless otherwise advised you should this value to 0 dB Enable Audio Mute Reminder Specifies if the system displays a notification that the microphones are muted when it detects someone speaking Related Links Configure Sleep Settings on page 26 Test Speakers on page 96 Audio Input You have several options to input audio for your syst...

Page 58: ...he sound it senses from the left and right speakers Audio Meter dB meter Shows you the peak input signal level for Poly microphones Configuring the Microphone Adapter Your system automatically configures the microphone adapter when you connect it The Studio X50 and Studio X30 don t support microphone adapters Note the following when using the microphone adapter Polycom StereoSurround software isn ...

Page 59: ...on Polycom Acoustic Fence search the Polycom Knowledge Base for acoustic fence Related Links IP Microphones on page 19 Related Links Fix Polycom Acoustic Fence Issues with G7500 on page 98 Configure Polycom Acoustic Fence You can enable and configure the Polycom Acoustic Fence feature to help define the audio fence around the system Note This feature is only available on the G7500 system Procedure...

Page 60: ...ge 10 Specify a Different Primary Microphone If you want to change the primary microphone you re using for Polycom Acoustic Fence technology you must first disconnect all the microphones from your G7500 system Note If you use a mix of table and ceiling microphones the primary microphone must be a table microphone The primary microphone can be a ceiling microphone if you use only that type of micro...

Page 61: ... if you re using a line in microphone Audio Meter dB Displays the audio level of the input left and right channels Audio Output You have different options to play audio on your system to fit your setup You can use the primary monitor s built in speakers the Studio X50 and Studio X30 systems built in speakers or you can connect an external speaker system such as Polycom StereoSurround kit to the G7...

Page 62: ...configures the volume for a device connected to the line out port Variable Enables users to change the volume Fixed Sets the volume to the audio level configured for the system Audio Meter dB Displays the audio level of the output left and right channels Using 3 5 mm Audio Output If you want to use the 3 5 mm stereo line output to hear audio in the room make sure you mute the monitor s connected t...

Page 63: ...the following The system supports only HDMI to HDMI connections and doesn t support display conversions such as VGA to HDMI or HDMI to DVI cable converters The HDMI specifications don t provide maximum cable length definitions The requirements defined in the specification implicitly give rise to length limitations that are based on the cable s construction As with other Polycom hardware the HDMI p...

Page 64: ...ut Resolutions for Dual Monitor Setups The G7500 and Studio X50 systems support the following HDMI output resolutions and frame rates when using two monitors Note 4K resolution 3840 2160p isn t supported when you configure your system for dual monitors If you want to use 4K set Monitor 2 to Off in the system web interface Supported HDMI Output Resolutions and Frame Rates for Dual Monitor Setups Ou...

Page 65: ...ings Automatic Default Detects the highest supported resolution of the connected monitors When you select this option the Resolution setting is disabled Manual You can choose the monitor Resolution Off Disable this monitor not available for Monitor 1 Note To use 4K resolution make sure you set Monitor 2 to Off Resolution Specifies the monitor resolution This setting is unavailable when you select ...

Page 66: ...to standby mode to save power Remember the following when enabling CEC on your system If you connect a monitor with an HDMI splitter the splitter must support CEC Due to HDMI splitter limitations monitors behind a 1xM one input multiple output splitter might not switch to the correct input when waking up The system doesn t respond to CEC commands from a monitor remote control If a monitor is conne...

Page 67: ... Other Participants In a Call to Control Your Camera Specifies whether the far site can pan tilt or zoom the near site camera When you enable this setting a user at the far site can control the framing and angle of the camera for the best view of the near site This is also called Far End Camera Control FECC Power Frequency Specifies the power line frequency for your system Your system typically de...

Page 68: ...eras on page 77 Configure Sleep Settings on page 26 Configure Camera Tracking Settings Poly camera tracking technology provides automatic speaker and group framing in the room Tracking options and behavior depend on your system model and camera For example The Frame Speaker camera tracking option isn t available on the Studio X50 or Studio X30 systems If you use a standalone EagleEye IV camera wit...

Page 69: ...howing the primary speaker s 5 Select Save Configure Video Input Settings You can customize your video input settings such as enabling connected cameras adjusting camera orientation or specifying whether people or content display on connected monitors Note The system doesn t display settings that don t apply to your camera Procedure 1 In the system web interface go to Audio Video Video Inputs 2 Do...

Page 70: ...e Auto Recommended for most situations It calculates the best white balance setting based on lighting conditions in the room Manual Use this setting for rooms where the Auto and fixed values don t provide acceptable color reproduction When you set this option to Manual fill the camera s field of view with a flat white object such as a piece of paper For best results the object should be uniformly ...

Page 71: ...Default group framing view Establishes a medium view of meeting participants Tight Establishes a close up view of meeting participants Sharpness Adjusts the video s overall clarity Brightness Adjusts the video brightness Color Saturation Adjusts the color saturation 4 Select Save Configuring Video and Camera Settings 70 ...

Page 72: ...re and annotate content Default Option for Sharing Content Once your system is running and configured for your environment users can share content from their personal devices with no additional setup using the following methods Wired input A laptop or desktop connected to the system through HDMI 71 ...

Page 73: ... Studio X30 system supports only one monitor Procedure 1 In the system web interface go to Audio Video Monitors 2 Configure the following settings your changes save automatically Setting Description Self View Size Specifies how the self view window displays when others join a call Corner Displays the self view in the corner of Monitor 2 Full Screen Displays the self view on the entire screen of Mo...

Page 74: ...ftware version 3 0 enables all available Poly system features by default With this version you don t need a feature activation or software version key Your conferencing application may require a separate license or subscription for call related features Contact your conferencing partner for information A key is a number that unlocks certain features or gives you the ability to update your system Y...

Page 75: ... or serial numbers only Activate Features To activate certain features for your system you must enter a feature activation key Procedure 1 In the system web interface go to General Settings License 2 Enter the Feature Activation Key you obtained for your system 3 Select Save Get the Latest Software To update your system you must first enter a software version key Procedure 1 In the system web inte...

Page 76: ...Cube USB camera Poly TC8 device Related Links Using a Provisioning Service on page 28 Updating Software in the System Web Interface You can manually update software or set up automatic updates in the system web interface Choose How to Get Software Updates You may have several options to update your system software depending on your environment Note If you provision your system it can only get upda...

Page 77: ...nfig poly video version zip release json version ipmic Config image zip version micadapter Config image zip version touchctrl Config poly tc8 version zip version release json softwareupdate cfg Provisioning Server Receive updates from a provisioning service such as RealPresence Resource Manager 3 If you choose to download software from a Custom Server URL enter the path to the software build folde...

Page 78: ... Choose times for Maintenance Hours Begin and Maintenance Hours End The system calculates a random time within the defined maintenance window to check for updates Note If these settings are provisioned the provisioning profile defines the polling interval The default interval is one hour Update Software with a USB Flash Drive You can update the software of your system with a USB flash drive Note P...

Page 79: ...interface Dashboard Make sure automatic updates are disabled on General Settings Device Management Procedure 1 Go to General Settings Device Management 2 Manually downgrade your software to an older version located on your download server Downgrade Software with a USB Flash Drive You can downgrade your system software and the software of some of its connected peripheral devices using a USB flash d...

Page 80: ...is data after the system resets Note System resets restores your system to its original mode of operation e g Poly Video Mode or Poly Partner Mode Procedure 1 In the system web interface go to Diagnostics System Reset 2 Select Reset All System Configurations 3 Optional Clear any of the following check boxes for data you want to delete as part of the reset Keep installed certificates Keep the direc...

Page 81: ...gh the factory restore pinhole 3 While continuing to hold the restore button reconnect the power supply to turn the system on 4 When the system LED indicator light blinks amber stop pressing the restore button Related Links LED Status Indicators on page 13 Factory Restore a Table Microphone You can restore a microphone to its default settings This process refreshes the device by deleting its confi...

Page 82: ...thin block N45 magnet for example 76 2 mm 3 in 12 7 mm 1 2 in 3 18 mm 1 8 in Yardstick or adjustable floor to ceiling pole so you don t have to use a ladder Duct tape Procedure 1 Tape the magnet to one end of the pole with one of the 3 18 mm 1 8 in edges facing up Caution If you have a suspended ceiling tape the magnet securely to avoid it coming loose and sticking to a ceiling support grid 2 Ensu...

Page 83: ...pproximately 7 seconds The microphone LED blinks amber during a factory restore Note Don t power off the microphone during this process It restarts when complete Factory Restore a Microphone Adapter If your microphone adapter isn t functioning correctly you might need to factory restore it A factory restore completely erases the microphone adapter s flash memory and restores it to the latest major...

Page 84: ... USB flash drive with the FAT32 file system 3 Insert a straightened paper clip through the factory restore button pinhole 4 While continuing to hold the restore button reconnect the power supply to turn the microphone adapter on 5 Hold the restore button for 10 more seconds then release it The microphone adapter LED blinks green and blue during a factory restore Note Don t power off the microphone...

Page 85: ...on Fails During Initial Setup or After Reset Refer to the following topics to help you diagnose and fix issues with your system Logs Logs contain information about system activities and configurations to help you troubleshoot issues Consolidated System and Peripheral Device Logs Event information about your system and some of its connected devices are available in a single log package The system l...

Page 86: ...ing the threshold you configure here creates a log entry and automatically transfers logs if you set Transfer Frequency to Auto At Threshold Folder Name Specifies the folder name for log transfers Select one of the following System Name and Timestamp Folder name is the system name and the timestamp of the log transfer For example if the system name is Marketing the folder name might be marketing_ ...

Page 87: ...evices Procedure 1 In the system web interface go to Diagnostics Logs 2 Select Download Logs The log package which includes call detail record CDR information downloads as a tgz file The date and time of the log entries display in GMT Transfer Logs to a USB Flash Drive You can transfer logs to a USB flash drive to free up space on your system Note Poly recommends formatting your USB flash drive wi...

Page 88: ...gging Specifies whether remote logging is enabled Enabling this setting causes the system to send each log message to the specified server in addition to logging it locally The system immediately begins forwarding its log messages after you click Save The system supports remote logging encryption using TLS If you use UDP or TCP transport Poly recommends remote logging only on secure local networks...

Page 89: ...eModuleType im_file SMan SrcMan IncallMuteStateCmdUpdate set incall 0 2018 10 19 13 53 08 Kernel Debug 10 223 73 18 1 2018 10 19T18 53 08 626000 00 00 DeviceName ProductName NXLOG 14506 EventReceivedTime 2018 10 19 18 53 08 SourceModuleName plcmlog SourceModuleType im_file CEng RouteTrans 0 RouteTrans people camera source id 1 width 1920 height 1080 vinp mon1 SNMP Reporting The system supports SNM...

Page 90: ... enable this setting Version2c Enables your system to use the SNMPv2c protocol Due to security issues Poly recommends that you don t enable this setting Version3 Enables your system to use the SNMPv3 protocol Enabled by default you can t configure other SNMPv3 settings unless this is on Read Only Community Specifies the SNMP community string for your system For security reasons don t use the defau...

Page 91: ... The ID is automatically generated but you can create your own as long as it is between 10 and 32 hexadecimal digits You can separate each group of two hex digits by a colon to form a full 8 bit value A single hex digit delimited on each side with a colon is equivalent to the same hex digit with a leading zero for example F is equivalent to 0f The ID can t be all zeros or Fs Listening Port Specifi...

Page 92: ...y indicates the device or service is unavailable or unregistered Some statuses are available only after you connect the corresponding device such as a camera to the system Check Status in Local Interface Verify your system status in the local interface Procedure 1 From the right border of your screen swipe left 2 Go to Settings Status 3 View a system status page You must enter the system s local a...

Page 93: ...an see if the configuration parameters were applied successfully to your system Make sure your system is registered with a provisioning service such as RealPresence Resource Manager Procedure 1 In the system web interface go to Servers Provisioning Server 2 Select Show Results and verify if parameters applied successfully the last time you provisioned your system The Result column displays one of ...

Page 94: ...e device is a Poly Microphone IP Adapter also reconnect its power supply cables 3 Perform a factory restore on the device 4 Perform a factory restore on the system Poly TC8 Use the following information to troubleshoot issues with a Poly TC8 device Poly TC8 Can t Pair to the Video System Symptom After powering on the device it doesn t automatically pair with the video system You also can t manuall...

Page 95: ...interface go to Settings Reset and select Reset Your device resets to its default configuration settings which unpairs it from the video system Paired Poly TC8 is Disconnected Symptom You paired a device with your video system but can t use it On the system web interface Device Management page you see that the device is Disconnected Problem A paired device must have a Connected status to use A Dis...

Page 96: ...you can pair the device with the same video system or another video system Procedure 1 In the device interface go to Settings Reset and select Reset Your device resets to its default configuration settings which unpairs it from the video system 2 In the system web interface go to General Settings Device Management 3 Under Connected Devices find the device by its MAC address for example 00e0db4cf0b...

Page 97: ...d with traffic N A Solid orange N A Connected but malfunctioning The right LED is not used on the primary network connection port farthest left on the back of the system Related Links Configuring Wired LAN Settings on page 31 Related Links Poly G7500 System Ports on page 10 Audio Tests You can test your system speakers audio levels and Polycom StereoSurround setup Test Speakers You can verify that...

Page 98: ...ght be distorted A meter reading of 20dB corresponds to 0dBFS in the room system audio A signal at this level is likely clipping the audio system Test Polycom StereoSurround After you configure the system to use Polycom StereoSurround you can place a test call to see if it works Make sure the microphones are positioned correctly The Studio X30 system doesn t support stereo audio Procedure 1 In the...

Page 99: ...Procedure 1 In the local interface from the right border of your screen swipe left 2 Go to Settings Diagnostics 3 Go to Near End Loop 4 Select Start Monitor 1 displays the video and plays the audio sent to a far site during a call Test Connection with Another System With a ping test you can check if your system can call another system Procedure 1 In the local interface from the right border of you...

Page 100: ...and contents of your proxy auto configuration PAC file For manual configurations verify that the information you used to connect your system to the proxy is accurate Related Links Web Proxies on page 50 PAC File Status Your system displays the status of the proxy auto configuration PAC file used for web proxy communication See the following table for more information about these statuses which you...

Page 101: ...cate Success Zero Touch Onboarding Connection Fails During Initial Setup or After Reset Symptom The system fails to connect to the Zero Touch Onboarding ZTO service during initial setup or after a system reset Problem The system can t communicate with the ZTO service because of a firewall and or web proxy setting Workaround Configure your firewall and or web proxy so that the system can communicat...

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