Visual+ Camera Issue - Log Shows Error

[Pfazz]

I have a Trio 8800 paired to a Visual+, and have been getting complaints from the user stating that on occasion their local camera feed gets lost, it was stated that this can happen while in calls as well. We have a Logitech C930 connected to the Visual+

I have personally tested the system several times and could not reproduce the reported issue. I even swapped out the Visual+ and camera from another system to see if the user still reports the issue - after swapping the Vis+ about a month ago i just got word that it was still happening.

Upon checking the log file from the Visual+ I noticed a series of error messages that I am hoping someone can help me interpret - perhaps this is related to the reported issue? I didn not see this error when checking other Visual+ systems.

There are several of these repeating over and over, with different numeric values.

Any help identifying the nature of this error message would be appreciated.

828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 9963779 (0x980903). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 9963792 (0x980910). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094859 (0x9a090b). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094881 (0x9a0921). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094882 (0x9a0922). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094883 (0x9a0923). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094902 (0x9a0936). ID is not supported
0828113136|mrcam|4|00|fillControls: Failed to load /dev/video0 UVC value for ID 10094906 (0x9a093a). ID is not supported

[SteffenBaierUK]

Hello @Pfazz ,

Your post ended up in the Spam Filter so I moved this here.

A couple of rules are here:

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 Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Provide details if UC / SIP or ObiEdition
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• 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 MAC Address or Serial 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.

Poly logs are not really meant for End Customer consumption so please go ahead and provide the above details and ensure you are running a currently supported version like UC Software 5.9.1 Rev AD.

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

Best Regards

Steffen Baier