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- Eagle Eye camera with G7500 disconnecting on reboot (Steffen...
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08-29-2023 01:10 AM
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
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08-29-2023 01:17 AM
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
08-29-2023 01:17 AM
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
08-30-2023 01:23 AM
@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.
08-30-2023 01:54 AM
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
08-30-2023 11:43 AM
@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.
08-30-2023 06:43 PM - edited 08-30-2023 10:45 PM
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?
08-31-2023 12:56 AM
@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
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