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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎08-29-2023 01:10 AM

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

‎08-29-2023 01:17 AM

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

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8 REPLIES 8

‎08-29-2023 01:17 AM

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
Was this reply helpful? Yes No

‎08-30-2023 01:23 AM

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.

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‎08-30-2023 01:54 AM

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
Was this reply helpful? Yes No

‎08-30-2023 11:43 AM

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.

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‎08-30-2023 06:43 PM - edited ‎08-30-2023 10:45 PM

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?

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‎08-30-2023 11:43 PM

HP Recommended

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

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‎08-31-2023 12:56 AM

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
1 person found this reply helpful
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‎09-05-2023 09:45 AM

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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