Polycom EagleEye IV USB | Strange behaviour at wake up

[Marco227487]

Hi all,

I'm finding some troubles to open a ticket on the Poly/HP Support, so I try to post here my question.

I'm using n.2 Polycom EagleEye IV USB Camera, and they have two different behaviour at their startup.

In both cameras, I set a new home position, holding down the center button of the remote for 5 seconds, and if I recall the home position from the remote, both works fine.

But, when the codec startup and it recalls the cameras, one goes in the new home position, the other one, instead, goes always in the original home position, not what I set.

Someone can help me? What I'm doing wrong?

They have the same software version

Thank you for the support

Best regards

Marco Sertore

[SteffenBaierUK]

Hello @Marco227487 ,

Welcome to the HP community.

Your post unfortunately does not contain the currently used Software version for the HP Poly product(s) used and/or details on what device you are using these with.

This is important especially in the future when someone finds this post in days, months, or years to come.

We need more details so volunteers in the community can try and help you. 

In regards to opening an official ticket please see my signature.

Best regards

Steffen Baier

[Marco227487]

Hi Steffen,

thanks for reply.

Next time I'll be more precise.

The software version is 1.2.1 and I'm using the cameras with a Poly G7500.

The Poly G7500 has software versione 4.0.1.

For your information, I tried to open an official ticket by clicking the link on your signature, but the process stop itself when I insert the serial number, because it doesn't recognise the product.

Best regards

Marco Sertore

[SteffenBaierUK]

Hello @Marco227487 

4.0.2 is the latest supported PolyOS. In addition, what Provider is this in?

If you cannot open a ticket online ring the Support team.

Best Regards

Steffen Baier