Plantronics + Polycom. Now together as Poly Logo

HDX 6000 EagleEye camera stays off during power up

Occasional Visitor

HDX 6000 EagleEye camera stays off during power up

Hello,

 

On a newly delivered HDX 6000 system the camera doesn't power on when the unit is switched on. When we reattach the cable to the codec box only then the image is displayed on the screen. Such a procedure obviously isn't gonna play well with the CEOs and managers as end users :)

 

Could this indicate a faulty camera or the standard 3m cable appears to be too long for this and there is no enough power?

 

Thanks for any suggestions,

Message 1 of 4
3 REPLIES 3
Polycom Employee

Re: HDX 6000 EagleEye camera stays off during power up

The standard 3m cable can provide enough power for the camera.  Please check the camera cable connection to be sure it was not put on upside down.  The Polycom logo on the cable end should be facing up at the camera side and at the HDX base unit side facing to the right when viewed from the rear.  Because the pins are symmetrical it is possible to connect it upside down.  The shell has a 'D' shape and needs to be lined up properly.

If after checking the connection the camera still does not work please call Polycom Support at 888-248-4143

Ken
Polycom
Sr. Product Support Technician
Message 2 of 4
Honored Contributor

Re: HDX 6000 EagleEye camera stays off during power up

We have two HDX 6000 with near the same problem. It seems that HDX 6000 and EagleEye III are not the friends :smileysad:

 

S/W ver. 3.0.3.1 (previous versions beginning from 3.0.1 also tested), camera EagleEye III.

 Investigating the issue we found:

- the camera moves during the powering up and comes in the start (zero) position;

- the camera control is in working state in both direction;

- there is no video from the camera; for get the video we have to reattach the cable as described in the root post;

- the problem is found only with EagleEye III, the EE HD with the same main block and cable works fine :smileysurprised:

WBR,
Mike
--------------------------------------------
“Reports that say that something hasn't happened are always interesting to me, because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns- the ones we don't know we don't know.”
― Donald Rumsfeld
Message 3 of 4
Polycom Employee

Re: HDX 6000 EagleEye camera stays off during power up

The EagleEye III camera is the only one of its type we currently sell and it is used on all the models in the HDX line. There are many thousands in the field which are working properly. Having two units with the same problem is very unusual.  We need to investigate this further. The HDX has a log that support can analyze to help understand the problem.  Please contact support at 888-248-4143 and open a support case.

Thanks...

Ken
Polycom
Sr. Product Support Technician
Message 4 of 4