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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎04-27-2013 03:48 AM

HP Recommended
we have purchased a polycom HDX  8000 . we have a problem with the camera eagle eye it is not working and does not receive a remote control signal, we tried every thing to troubleshoot but it is no use  so may be it need to repair.
 
here info about eagle eye camera
 
PN: 1624-23412-001
 
SN: 16441702
 
please advise
 
1 ACCEPTED SOLUTION

Accepted Solutions

‎04-27-2013 07:16 AM

HP Recommended

i tried both ports 1 and 2 but it is no use 

View solution in original post

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9 REPLIES 9

‎04-27-2013 04:12 AM

HP Recommended

Which camera port of HDX you use? You should connect camera to port #1, port #2 require external power supply for camera

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‎04-27-2013 07:16 AM

HP Recommended

i tried both ports 1 and 2 but it is no use 

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‎07-16-2013 04:16 PM

HP Recommended

You ever get yours working. I m having the same issue

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‎07-10-2014 11:20 AM

HP Recommended

Hi, did you ever get a resolution to your problem w/the HDX8000 not recognizing the camera & the remote not working? One of my customers has the same issue & we have switched out cameras thinking it was a bad camera but the same thing happened once they installed a brand new camera out of the box.. Is the HDX8000 the issue? really stumped here!! Thanks

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‎01-17-2018 11:20 AM

HP Recommended

Hallo,

 

Did you get a solution to this? I am having the same problem if anyone could assist

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‎01-18-2018 01:20 AM

HP Recommended

Hello @Francis Muwalo,

welcome to the Polycom Community.

There are already multiple replies to this or similar posts all over the community.

 

Could I kindly ask you to answer the following:

 

  • Is this a HDX as this post is about HDX's ?
  • If this is a HDX is this a brand new unit or a used unit?
  • If this is a used unit has this suddenly stopped working or is this something you found from day 1?
  • Have you checked and ensured all the cables are seated correctly and no bend pins?
  • Is this connected to port 1 or 2 and if port 2 are you using an external power supply?
  • What software version is this HDX running?
  • How old is this HDX or what is the serial number starting with 82?


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
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‎01-18-2018 01:55 AM

HP Recommended

Hallo @Steffen

 

  • It is a HDX 8000 
  • It is a brand new unit
  • All cables are seated collectly and i have verified there are no bend pins
  • It is connected to port 1
  • The software version 3.1.11-53024
  • The serial Number is 881122112024CG
     
 
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‎01-18-2018 02:55 AM

HP Recommended

Hello @Francis Muwalo,

This HDX 8000 was sold to the DEPARTMENT OF JUSTICE back in 17/09/2012 so this unit is not new.

 

Most likely you purchased this 2nd hand and the unit is defective.

 

Btw. on August 1st 2016, Polycom announced the Polycom HDX range end-of-sale and end-of-life. 


Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
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‎01-18-2018 03:16 AM

HP Recommended

Thank you Steffen,

 

I will inform the owner of the unit about your findings.

 

Regards

 

Francis

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