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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hey there, since updating to Ver 4.0.0.376092, the G7500 constantly does not recognise the Eagle Eye IV.  To fix it, I just unplug the cable and plug it back in and the camera is recognised.  Video Inputs through the web interface shows the camera connected, though the model is unknown.

Poly Firmware 4.0.0.376092
Teams App 1.0.96.2023031201
Problem wasn't happening in Poly mode prior to the Ver 4 update.  Happens in Poly mode aswell with update.
Thinking of starting another thread called "Version 4 bugs" just to see what other people are finding.

4 REPLIES 4
HP Recommended

Hello @Chris A 

 

Welcome back to the Poly community.

 

I have another customer with case 34538058 stating the same and I had asked Product management to clarify the statement that the E70 camera is the only camera supported as per release notes with Microsoft Teams.

 

Please raise a case and provide us with some logs from after the reboot and once the cable has been re=seated and ask this to be placed in my queue.

 

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
HP Recommended

Hello,

 

Same problem here with G7500 and Eagle Eye IV HDCI cameras. There was no problem with V3 Video OS version.

With V4.0, we have to unplug and plug back HDCI cable to have the camera recognized.

We use Zoom Room application but the camera problem is not related to application mode.

HP Recommended

@SteffenBaierUK wrote:

Hello @Laas FR 

 

Welcome back to the Poly community.

 

I have another customer with case 34538058 stating the same and I had asked Product management to clarify the statement that the E70 camera is the only camera supported as per release notes with Microsoft Teams.

 

Please raise a case and provide us with some logs from after the reboot and once the cable has been re=seated and ask this to be placed in my queue.

 

Best Regards

 

Steffen Baier


I am closing this as this needs to be raised with support

------------------------------------------------
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
HP Recommended

Hello @Chris A and @Laas FR 

 

as a workaround for now change the Location to USA via General Settings > My Information > Location > Country > United States

 

image

 

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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