Resolving Common Issues with HP|Poly MTR Room Kits

HP Poly Teams Room on Windows is a powerful collaboration tool that enables users to conduct meetings and video conferences with ease. The solution comes fully equipped with Poly AI-driven audio and video technologies, a compact collaboration PC, and an easy-to-use touch controller, making it an ideal choice for small to large conference rooms.To ensure that your HP Poly Teams Room on Windows device is always in top condition, here are steps on how to resolve some common issues with the GC8 touch controller as well as the HP mini PC

GC8 Touch Controller unresponsive or showing blank screen / no display
​If the GC8 Touch Controller becomes unresponsive or shows blank screen / no display, take the following steps:

• Disable the SECOMN Service on the mini PC as per this article: ​https:support.poly.com/support/s/article/HP-Poly-MTR-G9-Elite-Mini-Teams-App-Freezing-while-using-GC8-Controller​​

• Check the firmware on your GC8 Touch Controller as shown here: https://support.poly.com/support/s/article/How-to-identify-the-GC8-firmware-and-driver-version

• Check the latest version of the GC8 touch controller firmware from the HP|Poly Support page:  www.poly.com/us/en/support/products/video-conferencing/group-solutions/poly-gc8. As of Oct '23, the latest version is 1.4.2

• Update the firmware on the GC8 with the latest version as per this article: https://h30434.www3.hp.com/t5/Webcams/Software-GC8-Manual-Update-Requirement-for-Version-1-4-for/td-p/8795417. Do note that during the firmware update of the GC8, the screen will go blank and there is no progress indicator. Do not reboot the PC or disrupt the update process at this stage. The update may take 30min or more depending on the network speed. Wait until the GC8 display returns to normal before going back to the default MTR home screen or rebooting the PC.

No Audio when sharing content via GC8 HDMI cable
If unable to share audio on either Dell or Lenovo Microsoft Teams Rooms on Windows when using a Poly GC8, follow the steps here: https://support.poly.com/support/s/article/Poly-MTRoW-with-GC8-and-no-Audio-on-HDMI-in​

Single or Dual Displays not waking up from power save mode 
In some cases, certain displays do not work well with the Windows 10/11 SyncON/SyncOFF signal by Windows 10/11 to the displays to wake-up/sleep. Under this situation, it may be necessary to add EDID emulaters to the setup. This usually only occurs with the older Lenovo/Dell mini PCs that were offered before HP acquired Poly. Follow the steps in this article to properly install the EDID emulators: https://support.poly.com/support/s/article/Recommended-steps-to-connect-an-EDID-emulator-to-a-MTR-solution

Restoring the HP MTR PC Image from USB
In certain last resort situations, it may be necessary to re-image the entire HP mini PC to the original factory shipped version. For example if there's a need to downgrade the MTR App to a previous version or there is some corruption in the OS or drivers. In this case, follow the steps in here: https://support.hp.com/us-en/document/ish_6903964-6903637-16 . After installing the HP Cloud Recovery Tool, Create the USB recovery thumb drive as per the guide and when prompted to enter the Product ID, use "7F2E8AW#UUF " for APJ English Language and "7F2E8AW#ABJ" for Japanese.

Hope this blogpost helps save adminstrators hours of troubleshooting! Do leave any comments or questions below.