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Polycom Studio light not coming on and another issue

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Occasional Visitor

Polycom Studio light not coming on and another issue

Hi there, 

 

I have a Polycom Studio and the light indicator does not come on but the Studio does seem to be getting some type of power because when I plug it in via USB it is recognized by the computer but just as a generic 'hub' device.  I have tried every posble troubleshooting step that I could find and even after a hard reboot it does not have the amber light that is should.  What can I do here?  Is the Studio dead?  How can I really tell?  Any help would be much appreciated, thank you!   

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Polycom Studio light not coming on and another issue

Hello @TDuffin_09 ,

 

Welcome to the Poly Community.

By the sound of it, you will need to raise an RMA.


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

Best Regards

Steffen Baier

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
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Occasional Visitor

Re: Polycom Studio light not coming on and another issue

Did You upgrade firmware to the latest?

After that i also have the same problems with my all cameras. I manage zoom rooms with polycom studio camera, after firmware upgrade there is no way to recognize device properly. There is unknown device in "device manager" - it is possible to do a firmware downgrade? At the moment i have few rooms without working camera.

Message 3 of 6
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Polycom Employee & Community Manager

Re: Polycom Studio light not coming on and another issue

Hello @User13 ,

 

Welcome to the Poly Community.

What software are you using? If the camera does not get detected you cannot do anything. Please contact Support so they can potentially RMA the unit.

 

Please share the ticket number so I can make product management aware.


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

Best Regards

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 6
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Occasional Visitor

Re: Polycom Studio light not coming on and another issue

I am using PolycomCompanionSetup

i did a firmware upgrade with this app, after that my camera is not work anymore.

 

Anyway, i am end user of device, it is not possible to get help without contact with my resseller?

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Polycom Studio light not coming on and another issue

Hello @User13 

 

I am quite sure for Video products you can open a ticket.

 

Best regards

 

Steffen Baier

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 6