eagle 12x not image in stand alone mode

[iÑAKI2]

Good afternoon , we have a eagle 12x (hdci) camera which does not have image when started meeting in teams mode.

However We haven't the issue in poly mode only is when is working in teams mode.

We have tried:

-Poly  reestart - the issue continues  sometimes

-reestart hdci extender - the issue continues sometimes

-connected the camera directly by hdci ( without extender) - the issue continues sometimes anyway the ubication won't be

possible.

- another eagle eye 12x  with also another hdci wire -  the issue continues

- the 1st camera and hdci wire in another g7500 - in this case the camera is working fine.

- Nowadays the issue has begun in another device.

So it seem, a issue among with teams but I'm not sure.

Could you help us ?.

Many thanks.

[SteffenBaierUK]

Hello @iÑAKI2 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

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.

Assuming this is on 4.1.3 or 4.1.2 I suggest getting this into HP Poly support and quote PECS-249439

Details on how to contact us are in my signature

Best regards

Steffen Baier

[iÑAKI2]

Sorry, the Technical information about the device  versions :

Poly  Current Version: 4.1.3-394009. It is  working in MS teams mode version: 1449/1.0.96.2023120801.

I have tried to contact by hp support, without succes.

Many thanks.

[SteffenBaierUK]

Hello @iÑAKI2 ,

welcome back to the HP Poly community.

have you got a HP Ticket reference?

Best Regards

Steffen Baier

[iÑAKI2]

Hi Stefann, this is the ID case 5122870294

Many tahnks.