EagleEye Camera only working after Reset

[DanielG68]

Hi and greetings from Germany,

one of our customers uses the following setup:

- Polycom Group 500 (incl. EagleEye IV camera)

- Polycom EagleEye Producer for EagleEye

The problem is, that the camera no longer follows the speaker after idle standby mode and no content can be displayed via an external device.

This is only possible after disconnecting the complete setting from the power supply system and activating it again.

What can we do?

Thanks in advance.

Best

Daniel

[SteffenBaierUK]

Hello @DanielG68 ,

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Codec
• Provide the Codec Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
• Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the Serial Number of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Most likely this would need to come into support as we cannot analyze logs via the community.

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

Best Regards

Steffen Baier

[DanielG68]

Hi Steffen,

thanks for your answer. I hope, I can give you the information you need, as follows:

• Provide the exact Software Version of your Codec: Systemsoftware: release - 6.2.1.1-570046
  
• Provide the Codec Model: RealPresence Group 500, Hardware Version 12
  
• Provide the Call Platform: Skype for Business Online AND H.323)
• Additional Poly Infrastructure: RPDM
  
• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the Serial Number of the device: 82144742F132CV
  
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details: no day 1 issue
  
• For questions around Support please check here

Thanks in advance again.

ATB
Daniel

[SteffenBaierUK]

Hello @DanielG68 ,

82144742F132CV was sold via ALSO DEUTSCHLAND GMBH back in 31/12/2014.

I am unsure if you stated this is a day 1 issue or not but this would need to come into support.

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

Best Regards

Steffen Baier

[DanielG68]

Hi Steffen,

82144742F132CV has been purchased by our client in April 2019. ALSO DEUTSCHLAND is our distributor.

The german phone support isn't available at all.

So are there any ideas about the described problem?

Thanks again in advance.

ATB
Daniel

[SteffenBaierUK]

Hello @DanielG68 ,

If your customer only purchased this in this year then ALSO can open a ticket with our Support Team the known way and investigate the issue.

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

Best Regards

Steffen Baier