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Polycom RPG 500 and Eagle Eye IV 12X camera

bav
Occasional Advisor

Polycom RPG 500 and Eagle Eye IV 12X camera

Hello! 

 

I am experiencing a bit strange issue. Once I connect EE IV to the codec RPG500 I can not use a remote control to control the camera and even the codec, but when I disconnect the camera cable from the codec remote control works fine again and codec can be controlled remotelly. What might be the reason of such issue?

 

RGP has 6.1 firmware

Polycom touch can control codec and camera without any issues.

 

Please advice.

 

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom RPG 500 and Eagle Eye IV 12X 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 is this a brand new unit or a used unit?
  • Did this ever work and when did it stop?

I would suggest checking the plug on the group series as this can be forced to be plugged into the wrong way around and/or bend pins if not inserted correctly.


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.

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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 5
bav
Occasional Advisor

Re: Polycom RPG 500 and Eagle Eye IV 12X camera

Thanks for reply!

 

This is used codec. I used EE3 before and it worked good. I tried EE IV on the second used RPG500 and the same issue. LED indicator is permanent blue when it is connected to the codec. So I see the image from the camera but can not control it via IR remote control.

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom RPG 500 and Eagle Eye IV 12X camera

Hello @bav ,

 

Not knowing where these camera(s) or GroupSeries are from and their history I assume an RMA would be needed. I suggest you contact your Poly reseller and/or Poly support directly.

 

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 4 of 5
bav
Occasional Advisor

Re: Polycom RPG 500 and Eagle Eye IV 12X camera

BTW, when the camera is connected to the codec is it camera's IR sensor receives all commands from remote control and sends it to the codec via HDCI cable? 

Message 5 of 5