HDX9002 cannot detected the camera, so no video receive during a call

[Anonymous]

HDX9002 cannot detected the camera, so no video receive from far site during a call. But remote controller can control camera move and change direction.

The HDX version is 2.6.1.3, and camera is MPTZ-9,

how to upgrade or downgrade the camera firmware to make camera accommodated to HDX to make HDX detect the camera.

Does it be possible to upgrade the HDX to 3.1.2? because I tried to upload the file "polycom-hdx-release-3.1.2-35267.pup" for upgrading, the screen stuck there with message "Transferring update package. Please wait..." and then after 15 seconds, the screen blank with message "The connection was reset", always fail like this. That is why?

[SteffenBaierUK · Accepted solution]

Hello fds,

A good question to start this reply with is if this has ever worked before?

Can you see the camera's picture on your screen if the HDX is active and not in a call ?

If yes, then your issues is a firewall issue. 

I already explained this in your m100 post => here <=

If no then please ensure that all cables are seated properly. End Customers do not need to upgrade the camera software.

In addition what browser are you using to upgrade the Software ? Check the release notes as Polycom supports Internet explorer only to my knowledge.

Please also ensure that you have a valid license or current support contract in place if you want to upgrade from 2.6.x to 3.1.x

For any further questions please utilize the community search or work with your Polycom reseller and/or Polycom support directly.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services