We have a problem with a large number of CX5000's where the devices work for a period of time after powering on but then after a random period of time (hours or sometimes days) the microphone stops working. The user will typically connect their laptop to the CX5000 and join a Lync 2013 call, the video works fine and we can hear the remote party but they cannot hear us. Power cycling the CX5000 solves the problem for the next few hours/days.

The organisation has 300 - 400 of these devices deployed globally and reports problems from all offices.

There is a mix of HD and SD devices and all have the latest available firmware installed (1.6.5 - HD, 1.5.5029 SD)

We have tried factory resetting the devices and then re-installing the latest firmware but the problem still occurs.

I have heard through Polycom Support that this problem is affecting at least one other Enterprise customer, is anyone else seeing the problem?

Its proving very difficult to diagnose the problem due to the lack of logging available. As we make any progress I'll post back updates but if anyone else has seen this problem too it would be good to understand if you resolved it.

Thanks

Check that your speaker is not muted.

Check that your speaker volume is not at the lowest level.

Thanks Lisa, the speaker definitely isn't muted or the volume turned down. The problem is the microphone is not working. Further to the original posting, we have 10 devices being very closely monitored, within 48 hours we had two devices fail. After a power off reset, they were used for a day and worked when used, were checked again the following morning at 8am, still ok - by 11am users had reported the problem and the devices were found to have developed the fault. Again, the fault can be resolved by simply power cycling the device.

Well,

I have no Mic functinality any more after migrating from Lync 2010 to Lync 2013 - low volume etc is not the issue.
The Polycom CX5000 Mic is still listed as working hardware.
I need to set the internal notebook mic as default to can continue using the Polycom.

WIth Lynch 2010 is was working. Is there any driver/inf update?

I also had the same problem! The video works fine and we can also hear the other party but they cannot also hear us. I luckily didnt get a chance to power cycle the device since we're already on the call. I have not tried rebooting the polycom device though, if this works, ill test.

Any chance you found a solution to this problem that doesn't require a power reboot?