Poly G7500 Administrator's Manual
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Poly G7500 Administrator's Manual

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ADMINISTRATOR GUIDE
Poly Partner Mode
(G7500, Studio X50, and Studio
X30)
3.1.1 | June 2020 | 3725-86561-003A
Getting Help
For more information about installing, configuring, and
administering Poly/Polycom products or services, go to
Polycom Support.
Plantronics, Inc. (Poly — formerly Plantronics and Polycom)
345 Encinal Street
Santa Cruz, California
95060
©
2020 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.

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  • Page 1 Plantronics, Inc. (Poly — formerly Plantronics and Polycom) 345 Encinal Street Santa Cruz, California 95060 © 2020 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: Table Of Contents

    Navigating the System...................... 10 Access the System Web Interface................10 Setting Up the System..................11 Overview of Poly G7500, Studio X50, and Studio X30 Hardware........11 Poly G7500 System Ports..................11 Poly Studio X50 System Ports................12 Poly Studio X30 System Ports................13 LED Status Indicators.......................
  • Page 3 Set the Local Interface Language..................30 Configure Sleep Settings....................30 Configure Out of Office Settings..................31 Disable Poly Device Mode....................31 System Usage Data Collected by Poly................32 Turn Off System Usage Data Collection..............32 Using a Provisioning Service................33 Register the System with a Provisioning Service..............33 Download a Template Configuration File................
  • Page 4 Configure 3.5 mm Audio Input................63 Using Poly Trio Microphones..................63 Configuring the Microphone Adapter..............64 Audio Output........................64 Configure Audio Output Settings................65 Using Poly Trio Speakers..................65 Configure 3.5 mm Audio Output................66 USB Audio.........................66 Using USB and Bluetooth Headsets..............66 Using the Shure IntelliMix P300................66 Using the EagleEye Cube USB Camera Microphone..........
  • Page 5 Adjust the White Balance..................74 Adjust Studio X50 or Studio X30 Camera Lighting Based on Workspace..... 74 Configure Camera Tracking Settings for Studio X50 or Studio X30.......75 Configure Camera Tracking Settings for G7500............ 75 Sharing Content....................77 Default Option for Sharing Content................... 77 Customizing the Local Interface..............
  • Page 6 IP Device Paired to Inaccessible Video System...........100 Degraded Audio with Paired Poly Trio..............101 No Audio on Paired Poly Trio................101 IP Audio Device is Disconnected from G7500............. 101 Audio Tests........................102 LED Status Indicators for the System LAN Ports............103 Fix Polycom Acoustic Fence Issues with G7500............104 Test Connection with Another System................

  • Page 7: Before You Begin

    Related Poly and Partner Resources This guide contains overview information, procedures, and references you can use to perform tasks with your video system. The information in this guide applies to all the following Poly video systems and peripherals except where noted: ▪...
  • Page 8 Before You Begin ▪ Polycom Partner Network are industry leaders who natively integrate the Poly standards-based RealPresence Platform 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.

  • Page 9: Getting Started

    8x8: https://support.8x8.com/ Product Overview of Poly Video Systems Poly G7500, Studio X50, and Studio X30 systems in Partner Mode can seamlessly join meetings using third-party conferencing applications. Note: Exact features and capabilities can vary between partner applications. See the application’s documentation for information.

  • Page 10: Administrator Features And Capabilities

    Single mono speaker ▪ HDMI: Single input and output Administrator Features and Capabilities The G7500, Studio X50, and Studio X30 systems provide features for administrators to deploy, manage, and access systems. These systems provide the following features and capabilities: ▪...

  • Page 11: Powering The System On And Off

    Getting Started ▪ Industry-standard security techniques, including 802.1X authentication Powering the System On and Off The system turns on when you plug it into a power source. The system doesn’t have a power button, so you must unplug the power cable to power it off. Note: Don’t power off the system during maintenance activities (for example, while a software update is in progress).

  • Page 12: Setting Up The System

    The following figures and tables provide information about hardware features available on your system. 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.

  • Page 13: Poly Studio X50 System Ports

    LED Status Indicators for the System LAN Ports on page 103 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 3.5 mm audio line in (reserved for future use)

  • Page 14: Poly Studio X30 System Ports

    HDMI input for sharing content (for example, from a laptop) LAN connection for the system 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...

  • Page 15: Led Status Indicators

    Related Links Factory Restore the System on page 85 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...
  • Page 16 Setting Up the System Indicator Position Status Blinking blue Twelve in the middle Bluetooth in discovery Solid blue for 3 seconds Bluetooth paired Blinking green Incoming call Solid green Outgoing call Solid green Four to eight (when in the middle), Working indicating the tracked speaker or The lights are green with supported...

  • Page 17: Completing Initial System Setup

    Registering the System with Poly Lens Poly Lens provides cloud-based management and insights for your system. You can register your system with Poly Lens during system setup or on the Poly Lens registration page. Learn more here. Register During System Setup You can register with Poly Lens during system setup.

  • Page 18: Complete Setup With The System Web Interface

    17 Verify Poly Lens Registration Status on page 106 Register Later If you don’t register during setup, you can do so on the Poly Lens registration page. Procedure 1. Go to https://lens.poly.com/go. 2. Follow the instructions to register your system.

  • Page 19: Managing Peripheral Devices

    Automatically Pair an IP Device By default, IP devices automatically pair when connected to one of the system’s link-local network (LLN) ports. For example, when you plug in a Poly IP Table Microphone to the back of the system, it’s ready to use.

  • Page 20: Pairing Ip Devices On The Local Area Network (Lan)

    Supported IP devices can pair to your video system over your primary local area network (LAN). Pairing a Poly Trio You can use a Poly Trio system as a controller and audio device with a Poly Studio X50, Studio X30, or G7500 video system. See your system’s latest Release Notes for supported Poly Trio models.
  • Page 21 Some devices connected to your primary network can pair with your video system. This feature enables you to pair a Poly TC8 device or Poly Trio system without a physical connection to the video system. Note: You can’t pair Poly IP microphones, the Poly Microphone IP Adapter, and IP cameras over the primary network.

  • Page 22: Unpair An Ip Device

    Configure a remote control’s button behavior. ▪ Pair and unpair a remote control. Note: The remote control included with your G7500 system purchase is paired and ready to use without any extra setup. ▪ View the remote control name, pairing status, and battery level.
  • Page 23 The system doesn’t support multiple remote controls. You can pair only one at a time. Procedure 1. Depending on your system, do one of the following: ▪ (G7500 only) On the front of the system, press the Bluetooth button.

  • Page 24: Ip Microphones

    The remote control unpairs. 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.
  • Page 25 Setting Up the System Poly IP Table Microphone Ports The following illustration and table explain the ports on the table microphone. Poly IP Table Microphone Port Descriptions Ref. Number Port Description Micro-USB debugging port Factory restore pinhole Link-local network (LLN) connection Poly IP Ceiling Microphone Ports The following illustration and table explain the ports on the ceiling microphone.

  • Page 26: Poly Microphone Ip Adapter

    Paired successfully Poly Microphone IP Adapter 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.
  • Page 27 Setting Up the System Microphone Adapter Ports The following illustration and table explain the ports on the microphone adapter. Microphone Adapter Port Descriptions Ref. Number Port Description USB 2.0 debugging port Polycom microphone Walta-Walta connector Power Link-local network (LLN) connection LED status indicator Factory restore pinhole LED Status Indicators for the Microphone Adapter...
  • Page 28 Setting Up the System Indicator Status Solid white Blinking blue Ready to pair Solid blue Paired successfully Blinking green and blue Update in progress Factory restore in progress Powering the Microphone Adapter On and Off When plugged in to a power source, the microphone adapter is on. The system doesn’t have a power button, so you must unplug the power cable to power it off.

  • Page 29: Configuring General Settings

    Configure Out of Office Settings ▪ Disable Poly Device Mode ▪ System Usage Data Collected by Poly General settings include your system name, location, and language preferences. Name the System and Room Name your system and assign it a room name.

  • Page 30: Set The Date And Time

    Configuring General Settings ▪ Organization ▪ City ▪ State/Province ▪ Country 4. Select Save. Set the Date and Time Change the date and time settings in the system web interface. Procedure 1. In the system web interface, go to General Settings > Date and Time. 2.

  • Page 31: Set The System Location

    Configuring General Settings Set the System Location Specify the country and country code where the system is located. Procedure 1. In the system web interface, go to General Settings > My Information. 2. Go to Location. 3. Configure the following settings (your changes save automatically): Setting Description Country...

  • Page 32: Configure Out Of Office Settings

    Specifies the time when out of office hours end. 3. Select Save. Disable Poly Device Mode You can disable Poly Device Mode, which lets you use the system as an external camera, microphone, and speaker for a USB-connected laptop. Disabling Device Mode requires a system restart.

  • Page 33: System Usage Data Collected By Poly

    Configuring General Settings System Usage Data Collected by Poly By default, your system sends usage data to Poly to help improve its products and services. For information about the data that Poly collects, see the system Privacy Guide. Turn Off System Usage Data Collection You can stop your system from sending usage data to Poly.

  • Page 34: Using A Provisioning Service

    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...

  • Page 35: Download A Template Configuration File

    Using a Provisioning Service 3. Select Load Discovered Information. The registration fields update automatically if your system detects a provisioning server. 4. Optional: If your system didn’t detect a provisioning server, complete the following fields (contact your network administrator for help): Setting Description Server Type...

  • Page 36: Configuring Network Settings

    Configuring Network Settings Topics: ▪ Configuring Wired LAN Settings ▪ Configure Wi-Fi Settings Network settings include the system primary (wired LAN) and secondary (Wi-Fi) network configurations. You also can register your system with SIP and H.323 for calling. Configuring Wired LAN Settings You can set the wired LAN properties for your system.

  • Page 37: Automatically Obtain Ipv6 Address Settings

    Configuring Network Settings Setting Description Default Gateway Specifies the default gateway assigned to your system. 4. Select Save. Automatically Obtain IPv6 Address Settings You can enable your system to use IPv6 addresses and get IP address information automatically. You must have a DHCP server deployed in your environment. Warning: If your network environment only supports IPv6, you must manually configure a static IPv4 address.

  • Page 38: Manually Assign A Host Name And Domain Name

    Configuring Network Settings Manually Assign a Host Name and Domain Name You can manually enter the host name and domain name for your system. You also can modify these settings even if your network automatically assigns them. Procedure 1. Enter or modify the system Host Name. Indicates your system name.

  • Page 39: Configure Wired Lan Options

    IEEE 802.3 autonegotiation procedures. If you enable this setting, the system sets LAN Speed and Duplex Mode to read-only. Poly recommends that you use autonegotiation to avoid network issues. LAN Speed Specifies whether to use 10 Mbps, 100 Mbps, or 1000 Mbps for the LAN speed.

  • Page 40: Configure Wi-Fi Settings

    Configuring Network Settings Setting Description ICMP Transmission Rate Limit (millisec) Specifies the minimum number of milliseconds between transmitted packets. Enter a number between 60000 . The default value of 1000 means the system sends 1 packet per second. If you enter , the system disables the transmission rate limit.

  • Page 41: Securing The System

    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. Administrators should set password policies and minimum requirements. Procedure 1.
  • Page 42 Securing the System Setting Description Minimum Length The minimum number of characters required for a valid password. Require Lowercase Letters The minimum number of lowercase letters required for a valid password. Require Uppercase Letters The minimum number of uppercase letters required for a valid password.
  • Page 43 Securing the System Procedure 1. In the system web interface, go to Security > Local Accounts. 2. Configure the following settings: Setting Description Admin ID The local administrator account name (default is admin Room Password You must enter this password to change administrator settings in the local interface.

  • Page 44: Configure System Access Settings

    Securing the System Setting Description Reset Admin Account Lock Counter After Determines how many hours the failed login window lasts. The window is a period of time starting with the first failed login attempt and during which the system counts subsequent failed attempts against the number allowed.

  • Page 45: Configure The System Web Interface Port Lock

    Note: You can’t completely turn off the USB-C port; it still provides power. If you disable the system’s USB ports, you can’t use the system as an external camera, microphone, and speaker accessory (i.e., Poly Device Mode). Procedure 1. In the system web interface, go to Security > Access.

  • Page 46: Detecting Intrusions

    DST=172.18.1.170 LEN=28 TOS=0x00 PREC=0x00 TTL=63 ID=22458 PROTO=UDP SPT=1450 DPT=7788 LEN=8 PKI Certificates If your organization uses a public key infrastructure (PKI) for securing network connections, Poly recommends that you have a strong understanding of certificate management and how it applies to your system.

  • Page 47: Create A Certificate Signing Request

    Common Name (CN) Specifies the system name. This is a required field. Maximum characters: 64 (truncated if necessary). Poly recommends the following guidelines for this field: ▪ For systems registered in DNS, use the system's fully qualified domain name (FQDN).

  • Page 48: Create A Tc8 Certificate Signing Request

    If you generate a second CSR before you install the first one, the device discards the previous CSR. Procedure 1. In the system web interface, go to Security > Certificates. 2. Select Poly TC8 > Create and Download CSR. 3. In the Certificate Details form, complete the following fields:...
  • Page 49 Common Name (CN) Specifies the system name. This is a required field. Maximum characters: 64 (truncated if necessary). Poly recommends the following guidelines for this field: ▪ For systems registered in DNS, use the system’s fully qualified domain name (FQDN).

  • Page 50: Configure Certificate Validation Settings

    Securing the System Configure Certificate Validation Settings The system can automatically validate user-installed certificates when establishing an authenticated network connection. To perform this validation, you must install certificates from the CAs that are part of the trust chain on the system.

  • Page 51: View A Tc8 Certificate

    Securing the System The Certificates page lists your user-installed certificates. It includes information about which entity a certificate is issued to, who issued it, when it expires, and the certificate type (server, client, or CA). 2. To view the contents of a certificate, select Visibility in the same row as the certificate.

  • Page 52: System Acceptlist

    Securing the System Manually Upload a CRL You can use CRLs to perform certificate revocation checks on your system. Uploading a CRL fails unless you install all of the certificates in the issuing CA’s chain of trust for that CRL. This option is not available if your CRL is provisioned to the system.

  • Page 53: Add Ip Address To Acceptlist

    Securing the System Add IP Address to Acceptlist You can add and edit specific IP addresses to an acceptlist for your system. Warning: Once you save the IP acceptlist, you can access the system web interface of only those devices on the list. If your current device isn’t on the list, you can’t access the system web interface for that device.

  • Page 54: Call Encryption

    Securing the System Call Encryption Check your conferencing application documentation for information about how calls are encrypted. Set Up a Security Banner You can create a security banner, which is a message that displays before users log in to the system remotely.
  • Page 55 Securing the System ▪ NTLM authentication (only NTLMv2 is supported) ▪ Basic authentication (this insecure method is disabled by default) ▪ No authentication (or null authentication, meaning the proxy server doesn’t require credentials) Your system supports the following services when configured to use a web proxy: ▪...

  • Page 56: View Connections To The System

    Securing the System Your system automatically downloads and reads the PAC file specifying the proxy rules. The system also automatically downloads subsequent files before the current file expires. Manually Update the PAC File on the System Even if you set up your system for automatic or semi-automatic web proxy configuration, you can still manually download a new PAC file from the server.

  • Page 57: System Port Usage

    System Port Usage The following table lists the inbound, outbound, and bidirectional ports used by your system. Note: Check your conferencing application’s documentation for firewall settings specific to their service. G7500, Studio X50, and Studio X30 System Port Usage Port Direction...
  • Page 58 Static Multicast pairing 4443 Bidirectional Static TCP/TLS Web server for peripheral device software downloads and log uploads 5127 Outbound Static Poly usage data collection 6514 Outbound Static Remote logging 7080 Inbound Static Web services 7081 Inbound Static Web services 16384–...

  • Page 59: Configuring Audio Settings

    Note: Enabling this setting disables Polycom Acoustic Fence technology and vice versa. This feature isn’t available on the Studio X30 system. It also isn’t available when using a Poly Microphone IP Adapter or Poly Trio microphones with your system. Sound Effects Volume Sets the volume level of the ringtone and user alert tones.

  • Page 60: Audio Input

    102 Audio Input You can connect several types of microphones to your system. The following audio inputs are supported: ▪ IP-based Poly microphone peripherals (for the G7500 system only): ◦ Poly IP Table Microphone ◦ Poly IP Ceiling Microphone ◦...

  • Page 61: Configure Ip Microphones

    Studio X30 systems. ▪ 3.5 mm (for the G7500 system only): 3.5 mm stereo input used to share audio from a device or microphone. Depending on your setup, you can specify if sound from this input plays in the room and at far sites or just at far sites.
  • Page 62 G7500 system. You need a primary microphone and at least one more microphone to create the fence. The boundary radius can be 0.6 m (2 ft) to 2 m (6.5 ft) around the following Poly peripheral devices: ▪ Table microphone ▪...

  • Page 63: Configure Hdmi Audio Input

    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.

  • Page 64: Configure 3.5 Mm Audio Input

    The video system automatically configures Poly Trio microphones when you pair the phone. Note: Poly Trio microphones are disabled by default if your system is using Microsoft Teams. You can only use the following microphones in addition to the Poly Trio microphones: ▪...

  • Page 65: Configuring The Microphone Adapter

    2. Select the Enable Poly Trio Audio (Speakers and Microphones) check box, then Continue to confirm the restart. Configure NoiseBlockAI When Paired with Poly Trio To use Poly NoiseBlockAI when paired with a Poly Trio, enable the setting on your video system. There’s nothing to configure on the phone. Procedure 1.

  • Page 66: Configure Audio Output Settings

    2. Select the Enable Poly Trio Audio (Speakers and Microphones) check box, then Continue to confirm the restart. Choose Speakers When Paired with Poly Trio In or out of a call, you can toggle whether you want to use Poly Trio, connected monitor, or video system speakers. Procedure 1.

  • Page 67: Configure 3.5 Mm Audio Output

    16-bit pulse-code modulation (PCM) Using the Shure IntelliMix P300 You can connect a Shure IntelliMix P300 audio conferencing processor to your G7500 or Studio X50 system using a USB-A port (USB-C isn’t supported). Note the following when using this audio processor: ▪...

  • Page 68: Using The Eagleeye Cube Usb Camera Microphone

    Configuring Audio Settings Using the EagleEye Cube USB Camera Microphone With a G7500 system, you can use the Poly EagleEye Cube USB camera as a microphone if you don’t connect other microphones to the system. Enable USB Audio USB audio connections (for example, a USB headset) don’t work by default.

  • Page 69: Configuring Video And Camera Settings

    Configuring Video and Camera Settings Topics: ▪ HDMI I/O ▪ Supported HDCI Input Resolutions ▪ Configure Monitor Settings ▪ Configure a Touch Monitor • Monitors with CEC ▪ Configure General Camera Settings ▪ Configuring Video Input Settings You can configure video settings for your system, including monitors and cameras. Use the information about supported HDMI I/O resolutions and codec capabilities to optimize your video experience based on your deployment requirements.

  • Page 70: Supported Hdci Input Resolutions

    50, 60 Supported HDMI Output 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.

  • Page 71: Configure Monitor Settings

    Configuring Video and Camera Settings Configure Monitor Settings You can optimize your system video output for single- and dual-monitor setups. The Studio X30 system doesn’t support dual monitors. Interlaced modes aren’t supported. Procedure 1. In the system web interface, go to Audio/Video > Monitors. 2.

  • Page 72: Monitors With Cec

    Configuring Video and Camera Settings Procedure 1. From the right border of your screen, swipe left. 2. Go to Settings > Diagnostics > Touch Configuration. 3. On each screen, select the Hand icon. 4. Select Finish Configuration. Monitors with CEC You can use some Consumer Electronics Control (CEC) features with HDMI-connected monitors that support the CEC protocol.

  • Page 73: Configuring Video Input Settings

    Configuring Video and Camera Settings Note: If you connect an unsupported camera, the system still attempts to show video. Poly can’t guarantee that the results are optimal or that the available settings are the same as a supported camera. Procedure 1.
  • Page 74 Configuring Video and Camera Settings 2. Do one of the following: ▪ Go to Input 1 to configure a People source. ▪ Go to Input 2 to configure a Content source. 3. Configure the following settings: Setting Description Input Format Specifies the source type of the device.

  • Page 75: Adjust The White Balance

    Configuring Video and Camera Settings Setting Description Color Saturation Adjusts the color saturation. 4. Select Save. Adjust the White Balance The white balance setting specifies how the camera compensates for light source variations in the room. Procedure 1. In the system web interface, go to Audio/Video > Video Inputs. 2.

  • Page 76: Configure Camera Tracking Settings For Studio X50 Or Studio X30

    3. Select Save. Configure Camera Tracking Settings for G7500 With a G7500 system, Poly camera tracking technology can automatically frame groups of people or the active speaker in medium and large rooms. Tracking options and behavior depend on your connected camera. For example, if you use a standalone EagleEye IV camera with your system, you won’t see tracking options.
  • Page 77 Configuring Video and Camera Settings This setting is available only with the EagleEye Director II camera. When enabled, a picture-in- picture window displays showing a wide angle of the room in addition to the main window showing the primary speaker(s). 4.

  • Page 78: Sharing Content

    Sharing Content Topics: ▪ Default Option for Sharing Content Your system provides several ways to share 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.

  • Page 79: Customizing The Local Interface

    Customizing the Local Interface Topics: ▪ Configure Dual Monitor Display Settings You can configure some of the system local interface settings according to your preferences. Configure Dual Monitor Display Settings You can choose your self view and content display preferences when you connect two monitors to your system.

  • Page 80: System Maintenance

    Updating Software You can update your system software a few different ways. Use one of the following methods to update system software: ▪ Poly download server ▪ Custom server URL ▪ Microsoft Teams Device Management (Microsoft Teams Rooms only) ▪...

  • Page 81: Updating Paired Devices

    ▪ Poly TC8 device Updating a Paired Poly Trio You can update a Poly Trio system that’s supposed to work with a video system in various ways. See the Poly Trio administrator documentation for information on updating the phone using the following methods.
  • Page 82 (for example, a TC8 device) and the video system. To successfully update everything, you must have this exact folder structure: ▪ eecube ◦ Config image.zip ◦ ◦ version ▪ g7500 Config ◦ ◦ poly-video-<version>.zip ◦ release.json ◦ version ipmic ▪ ◦...

  • Page 83: Update Software With A Usb Flash Drive

    You can update the software of your system and some of its paired devices (not a TC8 device) with a USB flash drive. Note: Poly recommends formatting your USB flash drive with the FAT32 file system. Procedure 1. Get the software package you want to install from Polycom Support.

  • Page 84: Update Poly Hdci Cameras

    4. Follow the onscreen instructions to complete the update. Update Poly HDCI Cameras You can automatically update an HDCI-connected Poly camera, but not in the same way you update the system and other connected devices (such as IP microphones). HDCI cameras only apply to the G7500 system.

  • Page 85: Manually Downgrade Software In The System Web Interface

    If you encounter issues, you can try restarting your system. Procedure » Do one of the following: ▪ (G7500 only) On the front of the system, press and hold the Restart button for five seconds. ▪ (All systems) In the system web interface, go to Diagnostics > System Reset and select Restart.

  • Page 86: Change Conferencing Partner

    ▪ Logs You also can choose not to retain some of this data after the system resets. Note: System resets restore your system to its original mode of operation (for example, Poly Video Mode or Poly Partner Mode). Procedure 1. In the system web interface, go to Diagnostics > System Reset.

  • Page 87: Factory Restore A Table Microphone

    1. Disconnect the power supply to turn off the system. 2. Do one of the following: ▪ On the front of the G7500 insert a straightened paper clip through the factory restore pinhole. ▪ On the side of the Studio X50 insert a straightened paper clip through the factory restore pinhole.

  • Page 88: Factory Restore A Ceiling Microphone

    System Maintenance 3. Press and hold the restore button for 5 seconds, then release it when the microphone LED blinks amber. Note: Don’t power off the microphone during this process. It restarts when complete. Related Links IP Microphones on page 23 Factory Restore a Ceiling Microphone You can restore a microphone to its default settings.

  • Page 89: Factory Restore A Microphone Adapter

    System Maintenance If you can’t see the RJ-45 connector, look for the small black button on the microphone cable. Facing that button at the 12 o’clock position, the sensor is located toward the 9 o’clock position. 4. Line up the center of the magnet with the sensor and hold it no more than 19 mm (3/4 in.) away from the enclosure for approximately 7 seconds.
  • Page 90 Polycom Support and save the package to the root directory of a USB flash drive. Insert the USB flash drive into a USB port. Note: Poly recommends formatting your USB flash drive with the FAT32 file system. 3. Insert a straightened paper clip through the factory restore button pinhole.

  • Page 91: Troubleshooting

    Cameras (see your video system’s latest Release Notes for supported models) • Poly TC8 device • Poly Trio system (see your video system’s latest Release Notes for supported models) • Poly IP Table Microphone (G7500 only) • Poly IP Ceiling Microphone (G7500 only) •...

  • Page 92: Configure Log Preferences

    Troubleshooting Configure Log Preferences You can manage some basic aspects of your system logs, including how logs are transferred to a USB flash drive. Your system has limited storage space for logs. If you want logs to be overwritten less frequently, attach a USB flash drive to the system.

  • Page 93: Configure Log Level

    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 with the FAT32 file system. Procedure 1. Connect the USB flash drive to a USB port on the back of the system 2.

  • Page 94: Configure Remote Logging

    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. Remote Log Server Address Specifies the server address and port.

  • Page 95: Sample Log File

    Call fail for a reason other than a busy line ▪ User help request ▪ Video or audio call connection or disconnection Note: Poly doesn’t support SNMP write operations for configuring or provisioning systems. SNMPv3 does the following: ▪ Provides secure connections between the SNMP manager and agent...

  • Page 96: Configure Snmp

    Enable Notifications Enables MIB notifications. Version1 Enables your system to use the SNMPv1 protocol. Due to security issues, Poly recommends that you don’t 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.
  • Page 97 Troubleshooting Setting Description User Name Specifies the User Security Model (USM) account name for SNMPv3 message transactions. The maximum length is 64 characters. Authentication Algorithm Specifies the type of SNMPv3 authentication algorithm used. ▪ ▪ Authentication Password Specifies the SNMPv3 authentication password. The maximum length is 48 characters.

  • Page 98: Download Mibs

    Troubleshooting 3. Select Save. Download MIBs You can download MIB data for your system. A MIB helps your SNMP management console resolve SNMP traps and provide human-readable descriptions of those traps. Procedure 1. In the system web interface, go to Servers > SNMP. 2.

  • Page 99: Check Provisioning Results

    ▪ FAILURE: If you see this, the Error Message column can help you identify the issue. For a list of available system parameters and their permitted values, see the Poly VideoOS Configuration Parameters Reference Guide. Related Links...

  • Page 100: Paired Ip Devices

    Troubleshooting Paired IP Devices Use the following information to troubleshoot issues with paired IP devices. IP Device Can’t Pair to the Video System Symptom: You may notice one or both of the following depending on the device: ▪ After powering on the TC8 device, it doesn’t automatically pair with the video system. ▪...

  • Page 101: Paired Ip Device Is Disconnected

    Troubleshooting Paired IP Device 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 Disconnected status may mean there’s a physical connection issue or your device or system is malfunctioning.

  • Page 102: Degraded Audio With Paired Poly Trio

    3. Allow traffic on UDP ports 16384-32764. 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.

  • Page 103: Audio Tests

    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.

  • Page 104: Led Status Indicators For The System Lan Ports

    Each LAN port has two LEDs: The left LED indicates network connectivity and traffic, while the right LED indicates Power over Ethernet (PoE) status for connected devices. The G7500 system has four LAN ports: one for the system’s network connection (farthest left) and three link-local network (LLN) connections for peripheral devices.

  • Page 105: Fix Polycom Acoustic Fence Issues With G7500

    Poly G7500 System Ports on page 11 Fix Polycom Acoustic Fence Issues with G7500 If you’re using Polycom Acoustic Fence technology with your G7500 system and notice it isn’t working, you may have to reconnect your microphones. Procedure 1. Disconnect all microphones from the LLN ports on the back of your system.

  • Page 106: Run A Trace Route

    Troubleshooting Run a Trace Route You can run a trace route to identify network connectivity issues with your system. Procedure 1. In the local interface, from the right border of your screen, swipe left. 2. Go to Settings > Diagnostics. 3.

  • Page 107: Zero Touch Onboarding Connection Fails During Initial Setup Or After Reset

    Configure your firewall and/or web proxy so that the system can communicate with the ZTO service (zto.poly.com) on port 443. Verify Poly Lens Registration Status You can check if your system is registered with Poly Lens. Procedure » In the system web interface, go to Servers > Cloud to check the Registration Status.
  • Page 108 Troubleshooting Procedure 1. In the system web interface, go to Audio/Video > Video Inputs > Input 1. 2. Adjust the Brightness slider. Increase brightness in low light environments and decrease brightness in environments with strong single sources of light. Note: Increasing and decreasing brightness may cause you to lose fine detail in areas with excess lighting or shadows.

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