Re: Poly Studio X70 Camera blue screen only and sa...

KK Sky · ‎07-21-2022

Hi everyone,

I have a new Poly Studio X70

Software version for X70 is 3.12.0-366027

TC8 Touch Panel Software : 3.12.0-210716

When I use the system, even from the home screen, I get no camera image, just a blue screen. In a videoconference mode I still only get a blue screen.

When I check by remoting into the system, trying to monitor the picture, the camera Icon has a slash through it. Under System Status, the Camera circle is Red. When I check details, it says 'some devices failed to connect'.

I am wondering if anyone has run into this and, if so, what the fix might be? I have rebooted a few times but still the same result.

Thank you everyone.

Ken

SteffenBaierUK · ‎07-21-2022

Hello @KK Sky ,

Welcome back to the Poly Community.

Did you restart via the Web UI or Power Cycle?

I suggest pulling the logs and then power cycling and please get this into support. Reference for the issue is an internal escalated ticket EN-229854

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

KK Sky · ‎07-22-2022

Hi Steffen,

Thanks so much for the information. Much appreciated!

Rather than trying another 'remote reboot', I went to the site and did the hard reboot there. Now the camera is back up and operating as it should. Beautiful camera! Awesome system.

I have added this to my notes for future reference.

Thanks again, and have a good day and weekend!

Ken

SteffenBaierUK · ‎07-22-2022

Hello @KK Sky

this will happen again therefore we ask you to download the logs and get this into support.

This way we can communicate timelines for a fix.

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

KK Sky · ‎07-22-2022

Thank you Steffen,

I have launched a ticket and uploaded two Log Files....one where camera not working, one where camera worked after hard reboot.

34274460

Thanks again for your help and suggestion.

I know your original Reference is EN-229854, but I couldn't figure out where to register that, although I put it in the notes of this ticket above...

Regards,

Ken

Poly Studio X70 Camera blue screen only and says 'device not connected'

Poly Studio X70 Camera blue screen only and says 'device not connected'

Re: Poly Studio X70 Camera blue screen only and says 'device not connected'

Re: Poly Studio X70 Camera blue screen only and says 'device not connected'

Re: Poly Studio X70 Camera blue screen only and says 'device not connected'

Re: Poly Studio X70 Camera blue screen only and says 'device not connected'