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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended

Hi everyone,

 

I have a new Poly Studio X70

Software version for X70 is 3.12.0-366027

TC8 Touch Panel Software : 3.12.0-210716

 

When I use the system, even from the home screen, I get no camera image, just a blue screen. In a videoconference mode I still only get a blue screen.

When I check by remoting into the system, trying to monitor the picture, the camera Icon has a slash through it. Under System Status, the Camera circle is Red. When I check details, it says 'some devices failed to connect'.

 

I am wondering if anyone has run into this and, if so, what the fix might be? I have rebooted a few times but still the same result.

 

Thank you everyone.

Ken

4 REPLIES 4
HP Recommended

Hello @KK_Sky ,

 

Welcome back to the Poly Community.

 

Did you restart via the Web UI or Power Cycle?

 

I suggest pulling the logs and then power cycling and please get this into support. Reference for the issue is an internal escalated ticket EN-229854

 

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

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

Hi Steffen,

 

Thanks so much for the information. Much appreciated!

 

Rather than trying another 'remote reboot', I went to the site and did the hard reboot there. Now the camera is back up and operating as it should. Beautiful camera! Awesome system.

I have added this to my notes for future reference.

 

Thanks again, and have a good day and weekend!

Ken

HP Recommended

Hello @KK_Sky 

 

this will happen again therefore we ask you to download the logs and get this into support.

 

This way we can communicate timelines for a fix.

 

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

Thank you Steffen,

 

I have launched a ticket and uploaded two Log Files....one where camera not working, one where camera worked after hard reboot.

34274460

Thanks again for your help and suggestion.

I know your original Reference is EN-229854, but I couldn't figure out where to register that, although I put it in the notes of this ticket above...

 

Regards,

Ken

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.