HDX9002 and sw 3.19x--VIDEO??

[Anonymous]

Hello, first post..

Our HDX9002 and sw 3.19xxx have stopped using our camera MPTZ6.  Normally, when we power up, we can see ourselves without issue. Today we had to hard reset the device, then update software, and sine then, Cam1 MPTZ6 stopped working.  The default blue background displays to us and "them". Camera powers up, spins around, and we can still aim/zoom etc without issue. It simply stopped displaying after our reset.. Camera detect finds the unit each time, but ...blue.

Calls to our other sites confirm no video (but they too see our blue screen) at the moment, and we are still troubleshooting.

What are some things we should be checking? The general reboot, unplug, etc has not resolved anything yet.

Suggestions?

[SteffenBaierUK]

Hello BaconMan,

welcome to the Polycom Community.

It could be as simple as the camera actually being defective or maybe a cable not 100% properly seated.

Its usually quite good practise to provide some simple details like the units serial number so we can look this up if there are any known issues.

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

[Anonymous]

Hello Steffen,

It worked just a few hours ago so, defective no, but possibly died during a reboot and this upgrade; yes.. Not good considering it's minimul usage....

We've swapped cables, checked and rechecked connections, and the serial # is 17141087.

Any assistance is welcomed at this point, some rather frustrated people here at the moment..

Mark

[SteffenBaierUK]

Hello BaconMan,

I am not aware of such thing in the field but without getting at least some logs of the unit would be unable to comment.

A serial number usually starts with 82 so please double check this again and then work with your Polycom reseller on getting a case raised and the logs provided to us.

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

[Polycom_Video_E]

Clarification:  asking for the serial number of the codec, not the camera.

[Anonymous]

Thought you wanted the camera's serial number, not the unit. But no matter.... this is resolved and shared below for your users struggling with this as well....

First it's important to note we used DVI and not Component YPbPr which it defaults to. Second is, once we updated all our software, apparently, the Polycom can reboot and reboot all it wants, it will never recongnize the camera again until we performed the below procedure..... 

• Shut down Polycom, disconnect the camera from the back of the unit.... power up (Do NOT connect camera yet!)
• Next, navigate to ADMIN SETTINGS, CAMERA  SETTINGS... (Username and PW will be required in most cases)
• Go to Camera 1 (we only use 1 here) and navigate to the drop down box (Initially not there when connected...odd but true)
• Toggle down to DVI as per the included screenshot/attachment.... we then plugged in the camera (****read below) but once it recovered.  The camera was back and fully functional......

(***DISCLAIMER- in retrospect we should have shut down again and instead plugged it in, where the machine immediately shutdown- aka like a BSOD, but unsure if that's normal, this is a new hardly used unit so, we are checking on this just in case...)

Thanks for your help Steffen,

Mark aka Baconman

[Polycom_Video_E]

Thanks for the follow up and the posting of the assistance for others.

Reading this has risen a question, are you saying the setting changed on the software upgrade, because it should not.  And part of an upgrade is a system reboot so it should have re-senced the camera.