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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

I have a Polycom X50 device with a tc8 tablet in a conference room, which was booting Zoom until now, no problema at all. The device has the native camera and an external one, the Eagleeye.

 In Zoom mode both cameras are detected and i can swith from one to the other.

 Now i need so set the device to boot in Teams mode, and here start the problems...

 In this mode i can only use the native camera, which has lower resolution and mobility. The external one, even though is detected, simply doesn´t display any image. The only image displayed is from the native camera.

Does anybody know anything related to this issue? Any kind on incompatibility regarding Teams with the eagle eye camera? 

Thank you!

6 REPLIES 6
HP Recommended

What is Poly Studio X50 software version and Teams Room version?

HP Recommended

Regarding Teams version i had to set the device to boot in Zoom again, so that it is usable, we´re only testing Teams for now, but i installed all the updates available.

The controller Version is 5.13.5 (1760).

 

Thanks!

HP Recommended

Hello @Jmmfm ,

 

welcome to the HP Poly community.

 

As stated by @Syl73 it is always important to post the full software version used and any partner Application Version on top as many features may depend on this. For example, the Zoom Room version you shared is outdated and has been replace by 5.15.5.

 

Our Partner Microsoft, up until Teams Version 1449/1.0.96.2023060802 only supported a single camera for the Studio X30, Studio X50, and Studio X70, aka the built-in camera when running PolyOS 4.0.2 or older.

 

Since Microsoft Teams Version 1449/1.0.96.2023062301 Microsoft started to support multiple cameras.

 

To my own personal knowledge, this is support from their end and not tested by HP Poly. Depending on the provider you are using aka Zoom,  LogMeIn, Google, etc. some applications have multi-camera support and others do not.

 

You may find Zoom working OK with a Poly Eagle Eye IV USB but not Microsoft as the apps are different. In addition, a Poly Eagle Eye IV USB may never have been a supported accessory (as an example) for a Studio X device.

 

The best place to check is always the release notes as this should note what we, HP Poly have tested and therefore support in order to avoid disappointment when switching providers assuming something should work or upgrading to later releases.

 

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

Hello Steffen!

 Hopefully this new release will solve my problem.

 

 To be honest i could´t find any information about any kind of incompatibily between TeamsRooms and the EagleEye. The camera is even detected and i can control it, but no image at all.

 I will see if the latest release notes have any info regarding this subject.

 

Thank you very much Steffen!

 

 Best Regards

 

HP Recommended

Hi. The Teams App does support external USB cameras with the latest  version 1449/1.0.96.2023062301.

Find more info on how to update the app via the Teams Admin center here:

https://aitsc.de/blog/so-updaten-sie-die-teams-app-ihres-poly-endpunkts-im-tac-manuell/

 

More info on the additional camera feature in the Teams app can be found here:
https://aitsc.de/blog/die-neuen-kamera-framing-features-fuer-teams-rooms-on-android-1449-1-0-96-2023...

 

Please note that, even though Microsoft has now implemented this feature, we as HP Poly don´t support this yet.

 

Regards,

Uwe

Cheers, Uwe

Check my blog at https://aitsc.de/blog
HP Recommended

Hi!

Thanks a lot for all the info, extremely helpful!

We are looking for a free slot in the conference room in order to get the suggested update and make some stability tests.

 

Best Regards

† 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>.