Visual Pro not supporting Eagle Eye IV-L camera

Don Paul P
Occasional Advisor

Visual Pro not supporting Eagle Eye IV-L camera

We’ve been testing poly trio 8800 with a group 500 end point converted into Visual pro  mode. After the trio getting paired, I got a message on the TV Screen saying “Unsupported USB device attached – Group Series Eagle Eye Camera” . And there was no camera view. Please help me to resolve this issue. Screen shots attached.


Camera Connected - Eagle Eye IV-L


Software versions used for testing


Poly trio 8800 – 5.9.2 rev AA

Group 500 –

Polycom Employee & Community Manager

Re: Visual Pro not supporting Eagle Eye IV-L camera

Hello @Don Paul P ,


Welcome to the Poly Community.

According to the latest Release notes for a VisualPro >here<


  • Supported Peripherals
    The Poly Trio VisualPro and RealPresence Group Series systems support the following peripherals:
    ● Polycom EagleEye Producer camera
    ● Polycom EagleEye Director II camera
    ● Polycom EagleEye Director camera
    ● Polycom EagleEye Cube HDCI camera
    ● Polycom RealPresence Touch
    ● Polycom Touch Control
    ● EagleEye III, EagleEye II, EagleEye 1080, EagleEye View, EagleEye HD, and EagleEye IV


I suggest you install the latest software on both devices and if you still get this error open a ticket.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

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.


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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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Don Paul P
Occasional Advisor

Re: Visual Pro not supporting Eagle Eye IV-L camera


I'll test with the latest version and can raise a ticket if it doesn't solve the problem.

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