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Manufacturer caseNewHP PolyBeing preparedSimulated
Poly Studio Expansion Microphone: far end cannot hear, 3 times in 3 offices
Being prepared · not yet sent to HP Polychecked just now
- 3Incidents
- 3Offices
- 44Units of the model
- 1Working day to answer
It goes as you, through the HP Poly support portal under contract AG-MFR-POLY, with the evidence and the logs ticked below. Simulated: nothing leaves Keia Atlas, and a real send will still need a person.
- To
- HP Poly · A support case through the HP Poly support portal, under contract AG-MFR-POLY.
- Contract
- AG-MFR-POLY, until 21 Apr 2027 · Support case response: Next working day
- Subject
- Poly Studio Expansion Microphone: far end cannot hear, 3 times in 3 offices
- Models
- Poly Studio Expansion Microphone
- Firmware
- 4.6.2.460046
Whether this is a known fault, and a fix or a workaround.
Why this case
The same model and symptom, 3 incidents in 30 days. The rule: 3 or more incidents in 30 days, or more than one office, with no known error that explains them.
Contract and support
- Contract
- AG-MFR-POLY
- Until
- 21 Apr 2027
- Support case response
- Next working day
- Relationship
- Sofia Reyes
Keystone Service can also swap faulty units under the maintenance contract while the manufacturer looks.
Who decides
Keia Atlas prepared it. A person reads it and sends it: usually Sofia Reyes, who looks after HP Poly.
Nothing is sent, linked or closed without a person. Every step shows who and when, and Undo is in History.
The evidence
Gathered by Keia Atlas| Incident | Device | Where | Model | Serial | Version |
|---|---|---|---|---|---|
| INC0041161 | Curlew microphone | 20.05 Curlew, New York office, New York | Poly Studio Expansion Microphone | DEMO-NYC-000621 | Not known |
| INC0041164 | Peregrine microphone 2 | 4.07 Peregrine, Copenhagen office, Copenhagen | Poly Studio Expansion Microphone | DEMO-CPH-000207 | 4.6.2.460046 (its Poly Studio X72) |
| INC0041193 | Peregrine microphone | 8.07 Peregrine, Melbourne office, Melbourne | Poly Studio Expansion Microphone | DEMO-MEL-000529 | 4.6.2.460046 (its Poly Studio X52) |
- 8 Oct, 11:20INC0041161 Opened: People on the call lose us when we talk at the far end of Curlew's table · 20.05 Curlew, New York office, New York
- 8 Oct, 11:20INC0041161 Device management: The microphone dropped out of the video bar's device list twice this morning, for about two seconds each time. · 20.05 Curlew, New York office, New York
- 8 Oct, 13:40INC0041161 Fixed: Reseated the microphone cable at the table box. Test call for 15 minutes with no drop-out. · 20.05 Curlew, New York office, New York
- 14 Oct, 10:12INC0041164 Opened: Crackle from the second table microphone in Peregrine · 4.07 Peregrine, Copenhagen office, Copenhagen
- 14 Oct, 10:12INC0041164 Device management: Microphone 2 dropped out of the video bar's device list four times since Thursday. · 4.07 Peregrine, Copenhagen office, Copenhagen
- 17 Oct, 10:25INC0041164 Reopened: the fault came back · 4.07 Peregrine, Copenhagen office, Copenhagen
- 17 Oct, 10:40INC0041193 Opened: Peregrine's table microphone cuts out during calls · 8.07 Peregrine, Melbourne office, Melbourne
- 17 Oct, 10:40INC0041193 Device management: The microphone dropped out of the video bar's device list seven times since Wednesday, each time for one to three seconds. · 8.07 Peregrine, Melbourne office, Melbourne