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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎11-15-2023 09:28 AM

HP Recommended
Product: G7500 with EagleEyeIV-12x Kit

We are having an issue with a G7500 when switching to Device Mode (BYOD) where the codec does not recognize that a HDMI source is connected and shows the blue screen prompting for a HDMI cable to be connected. The current configuration consists of a Lightware MMX2- 4x4-H20 video switcher which feeds the content in of the G7500 via it's HDMI port. When the codec is in normal operation, running in Zoom mode. The codec can see the HDMI output from the Lightware. We can share the Barco Click Share and laptop inputs to the G7500 without issue. When we switch the codec to BYOD mode it looses sync with the lightware and can no longer see the HDMI output, even though there is a source connected. Anyone have any experience with this. 

 

6 REPLIES 6

‎11-15-2023 09:31 AM

HP Recommended

Hello @JayneeMac ,

 

Welcome to the HP community.

 

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

 

This is important especially in the future when someone finds this post in days, months, or years to come.

 

Please do not simply edit the original post but reply with the versions.

 

To asnwer additional questions is this between switching HDMI inputs aka is there a HDMI Source plugged in all the time and then the mode is switched?

 

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎11-16-2023 02:25 AM

HP Recommended

Hi Steffen,

 

Thanks for you response. The G7500 is running Poly G7500 4.1.0-382263.

 

To answer your question. Yes, there is a HDMI source plugged in at all times that switches between laptop and clickshare sources. Does the EDID change on the G7500 when switched to Device mode?

 

Best regards,

 

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‎11-16-2023 04:07 AM

HP Recommended

Hello @JayneeMac 

 

is the device staying in device mode and you only change the source of the HDMI or are you switching between modes on the Poly device aka between Device mode and for example Teams and then HDMI share?

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎11-16-2023 04:11 AM

HP Recommended

Yes, we switch between modes. G7500 running Zoom client and device mode for BYOD. HDMI ingest works fine when in Zoom mode, when switched to device mode, the G7500 does not recognize the connected HDMI source. Leads me to think that there may be an EDID issue at play.

Was this reply helpful? Yes No

‎11-16-2023 04:40 AM

HP Recommended

Hello @JayneeMac 

 

so HDMI is plugged in when using the Zoom application and with HDMI plugged in you are switching apps and expect the connected HDMI status to be communicated between the Apps?

 

I would get this into support as we would need to clarify if this is working as designed as I am unsure if the Zoom app or any other provider app for that case can "hand over" the HDMI status.

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
1 person found this reply helpful
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‎11-16-2023 10:03 AM

HP Recommended

Yes. Exactly. I will open a support case for this. Thanks Steffen.

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