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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!
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‎04-16-2024 06:54 AM

HP Recommended
Operating System: Other

I have a poly X70 conferencing bar that after an update the camera is no longer available in Device Management section in the web console for the device.  

 

I suspect that when the system updated the camera portion didn't update correctly as it's firmware is separate from the bar.  The issue is how do I update the firmware on the built in camera when the rest of the system cannot see the camera.

Poly X70 Firmware 4.1.4-402003

Running Zoom - 5.15.7.3484

Device Mode - 1.0

 

Tags (1)
5 REPLIES 5

‎04-16-2024 07:50 AM

HP Recommended

Hello @BeckettAB ,

 

welcome to the HP Poly community.

 

Try to change the provider or Factory reset the device and see if this helps. 

 

As the next step I suggest you contact our Support organization in your region. Details are in my Signature.

 

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
Was this reply helpful? Yes No

‎04-22-2024 06:31 PM

HP Recommended

Yeah I have the same issue with an X70. It has happened in the past to various units, but pulling the power always appeared to resolve it. That was quite a few firmware versions back. Now my issue appears just like yours, did an update to 4.14 and the camera disappeared. I did try pulling the power, changing providers. Haven't done a factory reset yet, but would be a little surprised if it worked.

 

I have about a dozen other x70's that took the update no problem at least.

Was this reply helpful? Yes No

‎04-23-2024 05:39 AM

HP Recommended

Hello @LukeJoseph ,

 

welcome to the HP Poly community.

 

I suggest you contact our Support organization in your region. Details are in my Signature.

 

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
Was this reply helpful? Yes No

‎04-24-2024 07:07 AM

HP Recommended

Luke,

I was able to use Poly Lens to go back in firmware.  I could not go back any further than 4.0.0-376092.  Thinking the camera went away upgrading from 3 to 4 versions. After downgrading the firmware we still don't have the camera back.  I need to find a way to upgrade the camera firmware somehow.

 

With that said.  If you go into the web interface on the device look under Audio/Video-Video Inputs.  The first item is Enable Camera Updates.  Mine was unchecked.  I think this is where it went wrong.  In looking at my other Poly bars it is usually checked and has not been an issue.  Probably not an issue on an X30, but definitely important on the 70 

Was this reply helpful? Yes No

‎04-24-2024 07:30 AM

HP Recommended

Hello @BeckettAB or @LukeJoseph 

 

please share the HP Poly suppport reference.

 

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
Was this reply helpful? Yes No
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† 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>.