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Issues with far site Video

Alistair Smith
Occasional Visitor

Issues with far site Video



Dear Polycom,


We have 2 Eagle eye cameras in one of our seminar rooms and the far site isnt working for video. Ill try to explain the best I can whats happening.


If you reboot the codex unit camera 1 will work which is near site and the presets work fine. If you switch over to far site lets say preset 5 the camera works and the remote contol works.


However if you switch back to camera 1 and then try and switch back to camera 2 camera 2 will work with remote but the video doesnt broadcast and stays on camera 1 and the only way we can get the video to work for camera 2 is to reboot the unit again.


A company called proav have swapped your kit and put in a brand new codex and 2 brand new eagle eyes but the problem is still the same.



the unit has the latest firmware and its a brand new unit with 2 new eagle eyes.


Please if possible can you link me the fix for this.


Please note the near site is about 10m away from the codex in cabling and the far site is about 20-30m of cabling. Power cables have been changed and the connectors are in correctly.


Many Thanks for your time

Message 1 of 3
Polycom Employee & Community Manager

Re: Issues with far site Video

Hello Alistair Smith,

welcome to the Polycom Community.

Stating the latest Firmware is installed won't help others in the future as they will be unable to know what the latest Firmware was around the time this was posted.


  • What Codec is this in addition ?

  • Are these originally supplied Polycom cables or are these customer cables ?

  • Have you tried to use shorter cables and re-test 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

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 2 of 3

Re: Issues with far site Video

If I understand you correctly,. you have two cameras connected to unit.  When you switch from 1 to 2 you don't get the feed from 2.  Are you still able to control camera #2?  As in pan/tilt?  If you still have control of camera then its possible it is only a video cable signal issue. If not then may be a seperate issue.


We had simular problems with video feeds in several of our larger rooms.  Happened with camera 1 and/or camera 2.  We used cables to extend the distance from the codec, and then the polycom breakout connectors on either end. Power was also extended.  What we found was that one or more of the RGB video cable terminators had a grounding issue. Once we reterminated the BNC connector everything was fine.


I am currently testing RGB over cat5 as that would elminate cable terminatation issues for the most part.

Message 3 of 3