Re: Eagle Eye IV not recognised by G7500 on reboot

Chris A · ‎03-28-2023

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.

SteffenBaierUK · ‎03-28-2023

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

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections

Laas FR · ‎03-29-2023

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.

SteffenBaierUK · ‎03-30-2023

@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

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections

SteffenBaierUK

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

Best regards

Steffen Baier

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections