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Issue with RPG300 and MPTZ-9 camera

bav
Occasional Advisor

Issue with RPG300 and MPTZ-9 camera

Hello colleagues!

 

I have a strange issue, when I connect MPTZ-9(12X zoom) to RPG300(4.1.1 firmware) the camera does not work at all, even no initial rotation and looks like no power. Also there is no camera name discovered in web interface of the codec in appropriate field. 

Camera is alive when connected to RPG500 with 6.1.1 and works perfectly, and RPG300 is ok when works with Aqustic camera. So looks like all hardware is ok. 

 

Any ideas how to get MPTZ-9 work with RPG300 4.1.1? Thanks for any suggestions. 

Message 1 of 10
9 REPLIES 9
bav
Occasional Advisor

Re: Issue with RPG300 and MPTZ-9 camera

The camera cable is 2457-23180-003. Looks like it is HDCI digital

Message 2 of 10
mshu
Respected Contributor

Re: Issue with RPG300 and MPTZ-9 camera

Hi @bav,

 

The Polycom EagleEye IV cameras only work with RealPresence Group system software versions
4.1.3 and later.

Message 3 of 10
bav
Occasional Advisor

Re: Issue with RPG300 and MPTZ-9 camera

Thanks!

So, is there any way to get EE-3 working with RPG 4.1.1? Maybe firmware downgrade?

 

Please note, I need to get working EE3, not EE4 camera.

Message 4 of 10
mshu
Respected Contributor

Re: Issue with RPG300 and MPTZ-9 camera

Ah sorry, my mistake. You use EE3... should work.

Sorry, at the moment I have no clue why it is not working.

Message 5 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issue with RPG300 and MPTZ-9 camera

Hello @bav ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue, you have yet again not provided any details about the history of the device, I would suggest you update to a currently supported version. 4.3.1 should be possible without needing a key.


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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 10
bav
Occasional Advisor

Re: Issue with RPG300 and MPTZ-9 camera

Hi! Yes, I will close the previous topic.

 

About the current topic:

 

that is existing equipment rpg300 what has been using with acoustic camera for a long time and now I have one extra EE3 and decided to replace acoustic with EE3. But it does not work. I would like to stay with this EE3 camera without updating software.

 

Any ideas?

Message 7 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issue with RPG300 and MPTZ-9 camera

Hello @bav ,

 

Not much help we can offer other than that to run a currently supported version of software and ensure the correct cables are being used.

 

Log analysis is outside the scope for myself as a Poly employee


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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8 of 10
bav
Occasional Advisor

Re: Issue with RPG300 and MPTZ-9 camera

But what is correct PN of the cable if it works great with EE acustic ?

Message 9 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Issue with RPG300 and MPTZ-9 camera

Hello @bav 

 

the cable for the EagleEye III aka MPTS-9 should be:

 

2457-65015-003 Camera Cable for EagleEye HD/II/III cameras HDCI(M) to HDCI(M). 3M. Connects EagleEye cameras to Group Series codec as main or secondary camera.

 

Your Poly reseller should be consulted around any parts needed.

 

Best regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 10 of 10