UC Software Version 5.9.1.0615
Skype for Business 2015 on-prem
We added a couple of EagleEye Mini to VVX501 today. The camera appeared to update and the preview / self view works as expected.
After attempting a video call, the video does not start, the log on the phone begins to fill with a repeated entry.
0211133247|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133247|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133247|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1 0211133248|cap |4|00|[SoVidDefaultCameraC::getFrame][ERROR] 'drvCameraGetFrame' failed, rc=-1
I hope it’s something obvious I’m missing.
James
Hello @JamesW ,
welcome back to the Polycom Community.
Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.
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As a reminder the basic information asked for:
UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package
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We would need logs and a backup to cross check but I suggest you get this into support as I could not find any similar error internally.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here
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