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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎06-05-2023 02:10 AM

HP Recommended

We have a Eagle Eye IV connected via HDCI to the G7500

Routinely every Monday the Eagle Eye IV is not recognized by G7500 and the Zoom application reports MPTZZ_10 camera disconnected and "Default source not available"

 

I then restart the G7500 remotely and the room appears to work for the remainder of the week, until the following Monday where this occurs again. I can only assume at this point this is related to the 48 hours of non-use over Saturday and Sunday, is anyone else aware of this problem?

 

Poly OS 4.0.1

Zoom Version: 5.13.5

5 REPLIES 5

‎06-05-2023 03:32 AM

HP Recommended

Hello @ocaudeo ,

 

Welcome to the Poly Community.

Same or similar issue:

Please try for now the workaround >here< by changing the location to the USA and logging a ticket with our support quoting ECS-2854 and ECS-2943

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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
Was this reply helpful? Yes No

‎06-05-2023 03:39 AM

HP Recommended

Hi Steffen,

 

Thanks so much for the reply,

 

No problem at all, I'll give it a go, I've got a support ticket ongoing with Poly Support but it seems support hasn't been too sure about it, hence asking here. The fact it occurs every Monday (after about 48 hours of non-use, to me is interesting, and I'm sure it isn't being switched off on Friday by the customer)

 

Best,

OC

Was this reply helpful? Yes No

‎06-14-2023 08:48 AM

HP Recommended

Hi Steffan,

I really appreciate the response 🙂

 

Is the community at large aware of why this is the solution, is the location enabling some specific legacy aspect in the firmware?

Was this reply helpful? Yes No

‎07-17-2023 02:39 PM

HP Recommended

We just came across this exact issue. Did you have any luck with Poly support? I dont think it is a 48 hours of non-use rather zoom rooms are configured by default to restart every week on Saturday and from my testing rebooting the G7500 causes this issue that only gets resolved by an additional reboot. Hence the issue coming back every Monday.

Was this reply helpful? Yes No

‎07-17-2023 03:58 PM

HP Recommended
@SteffenBaierUK wrote:

Hello @ocaudeo ,

 

Welcome to the Poly Community.

Same or similar issue:

Please try for now the workaround >here< by changing the location to the USA and logging a ticket with our support quoting ECS-2854 and ECS-2943

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Hello @Bgardea 

 

please look at the above and open a ticket

 

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
Was this reply helpful? Yes No
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