Polycom EagleEye IV frequently going blurry on wake and is uncontrollable

[MrWest_StAidans]

In our boardroom we have a Trio 8800 (using teams via realconnect), with an EEIV camera connected via USB to a visual+ for camera injection.

It frequently wakes from sleep and does not focus, and cannot be controlled in this state.

Only a full power down and reconnect fixes it, but this takes a painful almost five minutes to do so. Not ideal behaviour during a meeting of the Senior Leadership Team.

Has anyone else encountered this fault?

[SteffenBaierUK]

Hello @MrWest_StAidans ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly products you use. 

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

This is stated in the FAQ or the Read 1st section, explaining why this is important.

In addition, is the Poly EagleEye IV USB camera directly connected to the Visual+ or via any form on a USB Extender or an aftermarket non-USB 2.0 spec conform cable?

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[MrWest_StAidans]

Hi Steffen

Appreciate the reply

Versions are as follows:

Trio: 5.9.6.3432 (IIRC anything later does not work with Teams, and I am aware of course Teams itself no longer supports the Trio as a native device)

Camera: 1.1.1-432 (connected via a powered USB extension cable)

Visual+: 5.9.5.3162

Whilst I appreciate that the versions are old, it has worked OK for a few years. These issues are getting more frequent though, and we are of course considering an upgrade of the system. I am considering all the other possibilities as an AV Service Technician...what I'm seeking is guidance if all the usual culprits don't turn out to be the answer. e.g. If it's happened with other users; if it's a known issue with Android; if the USB doesn't enumerate correctly if any of the devices fall asleep/wake in the wrong sequence...oddities like that.

Really I'm looking for more justification to upgrade the system sooner rather than later!

cheers

[SteffenBaierUK]

Hello @MrWest_StAidans 

the only tip I would suggest is to remove the USB extender for testing purposes and see if this works. Nothing has changed on the Trio end if no software was updated, so I assume it is that.

Best regards

Steffen Baier