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Polycom Trio / VisualPro / EE Producer won't "sleep"

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Occasional Contributor

Polycom Trio / VisualPro / EE Producer won't "sleep"

Trio 8800: 5.9.0 (AD)

VisualPro: 6.2.1.2

EagleEye Producer: 1.2.2

 

Hi,

 

I have a customer using multiple Trio 8800 with VisualPros and EE IV (x4) Cameras.

Some of the trios are in Executive offices and therefore we decided to witch the

"User Detection Sensitivity" to off. (powerSaving.userDetectionSensitivity.officeHours // powerSaving.userDetectionSensitivity.offHours)

We also modified the "Idle Timeout Settings".

 

Up to this point everythings working great, the cameras go to "sleep" with the Trios (they turn away).

 

Now we have one Room with an Eagle Eye Producer for which we set the same settings. The Trio goes to sleep, but the EE Producer keeps "tracking" the speaker. Looks like the Trio can't put the Producer to sleep. The customer is extremely unhappy, as he knows it works with the simpler setup.

 

Is this a bug, or is there a setting we overlooked? Maybee something in the VisualPro Settings? (I'm pretty sure there is a setting in the group Series Firmware, but I couldn't find it / anything in the VisualPro Web UI).

 

Thanks in advance,

Martin

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Polycom Trio / VisualPro / EE Producer won't "sleep"

Hello @mvonderforst ,

 

Welcome to the Poly Community.

 

I suggest you get this into support so we can troubleshoot this and document and/or fix 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

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

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 6
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Frequent Advisor

Re: Polycom Trio / VisualPro / EE Producer won't "sleep"

Hi,

I have the same issue, is there any update on this?

Message 3 of 6
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Polycom Employee & Community Manager

Re: Polycom Trio / VisualPro / EE Producer won't "sleep"

Hello @Chris-M-Cy ,

 

Welcome to the Poly Community.

As explained to the original poster this would need to come into support.

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

Best Regards

Steffen Baier

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

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 6
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Frequent Advisor

Re: Polycom Trio / VisualPro / EE Producer won't "sleep"

Thank you Steffen,

I asked to see if Martin has already any update before opening my SR.

BR

Chris

Message 5 of 6
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Occasional Contributor

Re: Polycom Trio / VisualPro / EE Producer won't "sleep"

Hi,

 

This is still ongoing, although now the customer is managing the Ticket himself now. Which means I am cut out the communication and dependend on our customer for updates.

 

Current Status is a 50% success rate of the EE Producer going to sleep.

As of yet no possible causes, troubleshooting ongoing.

 

BR, Martin

Message 6 of 6