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Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Highlighted
Occasional Advisor

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hello,

 

I'm having difficulty getting the Polycom Eagleeye MSR camera to work despite following all of your instructions.

 

Our setup is as follows:

Plycom visual plus with Realpresence Trio 8800 both on 5.5.3.3517.

EagleEye Msr on 1.1.0-420 (it came with that firmware so I didn't do the usb update).

logged in to skype for business on O365.

 

We can make and receive calls, audio works but camera image is only displayed locally, it does not sent to endpoints but it does not show the camera icon with a line which happens when you do not have a camera plugged in.

 

We upgraded from the logitech webcam which still works perfectly fine it is only the EagleEye MSR which I'm having problems with. I've tried different codec prioprities and settings but nothing worked, any ideas/advice would be much appreciated.

 

Regards,

PN

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

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hello @PN,

welcome to the Polycom Community.

What Part number has the camera:

 

  • 2215-60896-001
    or
  • 2215-60896-002

I believe if you have the 2215-60896-001 you need to RMA this.


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

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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
Highlighted
Occasional Advisor

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hi Steffen,

 

It's 002 REVB.

 

Any suggestions?

 

Regards,

PN

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hello @PN,

you could try and factory reset the unit to ensure it is not some kind of provisioning parameter.

 

The next step would be a ticket.

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 please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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: 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
Highlighted
Occasional Advisor

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hi Steffen,

 

Thank you for you response, I had to send the camera back, and waiting on new one to be sent over.

 

Feel free to close ticket or wait for an update after I test with new camera.

 

Thanks,

P

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Eagle Eye Camera with RP Trio 8800 Collaboration Kit

Hello @PN,

Just to clarify posting anything in the community does not open a support ticket.


Best Regards

Steffen Baier

Polycom Global Services

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

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