3rd Poly E60 Camera wont Pair with G62 via LLN

[Iripi97]

UC Engine - Poly G62

Cameras - (3x) Poly E60

Network Switch - NETGEAR GSM4230PX

Poly G62 is up to date, as well as all Poly E60 cameras and the switch is on the most recent firmware version.

Initially all three cameras were successfully utilized by the G62 by feeding the USB connections into a Startech hub. Our customer expressed the desire for the system to use the LLN functionality, not USB. So I proceeded to disconnect the USB (from Startech to G62) and 2/3 of the cameras successfully paired to the G62 over LLN. However for some reason the third camera (confirmed the termination passes) doesn't want to link over LLN. The only way I can get the G62 to see all three cameras is plugging the USB connection (extended directly from the unpaired E60 camera to the G62) with the other two cameras remaining connected via LLN. This directly conflicts with the documentation which states USB and LLN cannot be used together.

I tried factory resetting all the E60s via the Poly Lens software and updated the firmware again. No change, 2/3 cameras pair via LLN and the third one requires a USB connection.

The only other changes to the system (just mentioning this in case it somehow affected the E60 pairing) was removing USB audio and utilizing the 3.5mm TRS ports for audio instead.

[SteffenBaierUK]

Hello @Iripi97 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use.

We also have no idea what Provider this is for.

For example Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode etc.

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

From our Video FAQ:

Aug 13, 2024 Question: Is there a guide or overview for supported and compatible peripherals for a G62, G7500, or Poly Studio X family, and what Provider or Partner Mode are these supported?

Resolution: Please check >here<

The section Number of connected cameras supported on Poly Studio G62 lists what provider can connect how many camera's and how. 

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Iripi97]

Thanks Steffen.

The OS version is 4.6.0-436380.

Provider is Zoom.

[SteffenBaierUK]

Hello @Iripi97 ,

What Zoom App version ?

I would ensure that:

• All Poly Studio E60 are running v1.1.4.6 
• The Netgear Switch is running the right software and Profile as explained >here<

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Iripi97]

Just wanted to share for your future assistance with other customers.

The switch used was the Netgear GSM4230PX and is on its most up to date firmware there is no "Poly" profile that I could find in the switch itself. When I downloaded the Modular Room Switch (v1.6) firmware and configuration from Poly this only worked on the Netgear GSM4212PX.

So no profile was utilized to finally get the cameras all paired via LLN, but after I confirmed all the cameras CAT connections were sounds I decided to reboot the G62. To my surprise upon boot up the G62 discovered all the cameras successfully.

So what I noticed was if the cameras are updated to the most recent firmware and they are fully allowed to boot up, only then are they seamlessly paired.

Not sure if the G62 sends out a discovery to all the E60s when you check for available devices in the web GUI for the G62 but it seems like only the initial discovery ping sent out when the G62 boots up is the only one that makes it through and successfully discovers the cameras.

Issue can be closed.

[SteffenBaierUK]

Hello @Iripi97 ,

Welcome back to the HP Poly community, and thanks for clarifying some of the required details for us volunteers in this peer-to-peer community.

Just as an FYI, as explained above, this is a community forum and not official HP Poly support. No ticket was ever raised, and nothing to close.

Please do not ever state the latest or most recent software, as this can change after writing a post, so nobody will ever know what you used at the time of writing. Please always include all versions.

Best Regards

Steffen Baier