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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hi Steffen, I'm pretty sure it was you who replied to my issue on the old Poly Community, but as I can't access it anymore, so I can't confirm. Hopefully you are aware of the issue.

 

There is a current issue with Eagle Eye cameras disconnecting from a G7500 when the unit is rebooted. 

 

The resolution I was given (which surprisingly works), is to change the Location (under My Information) to United States and reboot.  The camera would then connect correctly on reboot and I would then change Location back to Australia to resume normal time displaying etc.

 

Are you aware of this problem/solution?  Is there a permanent fix for it as I didn't note anything in 4.1

 

Thanks

Chris

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @ChrisAdc ,

 

welcome to the HP Poly community. Yes, the structure of the HP Board is a bit different but all old content "should" be able to be found, and yes, PolyOS 4.1 has the fix for this.

 

I have asked Product Management to add this detail to the release notes. A manual change to the previous region would be required.

 

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

View solution in original post

8 REPLIES 8
HP Recommended

Hello @ChrisAdc ,

 

welcome to the HP Poly community. Yes, the structure of the HP Board is a bit different but all old content "should" be able to be found, and yes, PolyOS 4.1 has the fix for this.

 

I have asked Product Management to add this detail to the release notes. A manual change to the previous region would be required.

 

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
HP Recommended

@SteffenBaierUK I'm going to have to give it a big no as being fixed in 4.1.  Problem still exists when rebooting a G7500 with an Eagle Eye camera under 4.1.0-382263.

HP Recommended

Hello @ChrisAdc 

 

please contact support in your region and quote EN-243006

 

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
HP Recommended

@ChrisAdc I had the exact same issue and was able to reproduce it 100% of the time with Eagle Eye camera (HDCI and with the digital extender, was unable to reproduce it without the extender). Had a ticket open with Poly support for a while and was told that engineering team would provide a fix in 4.1.0 release. Testing with both beta and GA releases and was unable to reproduce the issue, downgraded previous release and again able to reproduce it.

HP Recommended

Thanks Bgardea, will try it on another unit and see whether it resolves the issue.

 

Though Bgardea, I assume your GA and Beta releases were not Android 11 and you should not have been able to roll back I would have thought?

HP Recommended

After you set the location to "United States" , browse to Date/Time page and set local Timezone

HP Recommended

@ChrisAdc wrote:

Thanks Bgardea, will try it on another unit and see whether it resolves the issue.

 

Though Bgardea, I assume your GA and Beta releases were not Android 11 and you should not have been able to roll back I would have thought?


Hello @ChrisAdc 

 

the TC8 or TC10 Beta PolyOS 4.1 was always Android 12 whereas the PolyOS 4.0.x upgrade introduced Android 11 to the G7500 and Studio X units.

 

  • The PolyOS 4.0.x upgrade was not able to be downgraded.
  • The PolyOS 4.1.x release updates the Android Version of the TC8 or TC10  which is notable to be downgradable.

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
HP Recommended

Android 11 update is only for the TC8, when rolling back between 4.1.0 and 4.0.X I did not have TC8 paired to avoid upgrading it to Android 11.

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