G7500 Zoom Room issue after upgrade

NobleCoIT · ‎05-09-2023

We just upgraded our G7500 units to VideoOS V4.0.1 and our Zoom Room software to 5.14.5.2936

We have a pretty simple setup - the G7500 with a single EagleEye IV camera. We get audio from an external mixer via the audio input (no mic), use an HDMI TV for video out, and control the room with an Android device. The Android device is running Room Controller app version 5.14.5

When we connect the controller to the room and try to start or join a meeting, we get the error message "Some of your Zoom Room devices need to be upgraded to join this meeting". We have no idea what device needs to be upgraded, nor what version may be needed. At this point, our Zoom Rooms are dead in the water.

Any advice would be appreciated.

SteffenBaierUK · ‎05-09-2023

Hello @NobleCoIT ,

Welcome to the Poly Community.

I would suggest contacting our friends from Zoom as they supply the app you are running on our device.

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

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

NobleCoIT · ‎05-11-2023

We did finally resolve the Zoom error - it was an out-of-date and unused iPad controller that was triggering the error.

However, we still have an issue with the Poly unit. After upgrading our G7500 to the latest firmware, every time we reboot the controller, our EagleEye IV camera is not detected and the ZOOM application does not launch. If we unplug and re-plug the camera back in, then it is recognized and the ZOOM application launches. This did not happen prior to the latest firmware and application updates. Something still seems wrong with this firmware.

SteffenBaierUK · ‎05-12-2023

Hello @NobleCoIT

please raise this via our support organization. Please quote ECS-2854 and ECS-2943

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

SteffenBaierUK

Hello @NobleCoIT

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

NobleCoIT

Our G7500 units have been configured that way since they were originally set up. It does not fix the camera issue.

SteffenBaierUK

Hello @NobleCoIT

I should have added that this is for Units in EMEA. Did you raise a ticket I cannot find your name in our system with a ticket open.

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

G7500 Zoom Room issue after upgrade

G7500 Zoom Room issue after upgrade

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Re: G7500 Zoom Room issue after upgrade

Re: G7500 Zoom Room issue after upgrade