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‎11-13-2025 12:34 AM

HP Recommended

Hey all,

Recently, we are experiencing major issue with several Poly X70 and G7500 cameras.
We are getting alert on the TV saying: Preferred camera is not working, Please reconnect or restart camera.
 

Screenshot 2025-11-11 at 16.57.50.png

It happened in 4 X70 devices so far, and on 3 G7500 One of them is in the management meeting room, during a board meeting with all executives!
At first we thought it was only in one device, So we replaced it with another X70 from a different room.
Then, we consulted with out integrator and he told us to upgrade both Zoom and Poly versions to latest, So we did that, Unfortunately it still happening. 
X70 version is: 4.6.0-436380
TC10 Version is: 6.6.0-7001439
E70 Version is: 1.14.0.560081
Zoom version is: 6.6.5 (8434)
Any advise please? 
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4 REPLIES 4

‎11-13-2025 12:55 AM

HP Recommended

Hello @ZoharIT ,

 

Welcome to the HP Poly community.

 

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

 

Please mention 5149235223/PVENG-34621

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎11-18-2025 07:53 AM

HP Recommended

Hey man, any luck with this? Running into the same issue with an identical configuration.

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‎11-18-2025 08:41 AM

HP Recommended

Hello @knegron522 ,

 

Welcome to the HP Poly community.

 

As mentioned to the original poster this sounds like an issue support is aware. To verify this you would need to open a ticket with Support and quote the references provided already.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Reply
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‎11-19-2025 03:50 AM

HP Recommended

Hey @knegron522 
I got an answer from HP, saying that they saw in my logs that the camera is freezing, the will release a fix with a new version by the end of the month.

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