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Speaker Tracking Has Stopped Working

herbray
Visitor

Speaker Tracking Has Stopped Working

We have a Trio paired with a VisualPro and EageEye.  For some as yet unknown reason, the speaker tracking no longer functions.

 

Tilt, pan, and zoom all work perfectly well, and can be controlled from the Trio; however, when we turn speaker tracking on, the camera simply stares straight ahead --- nothing.

 

I know that the command from the Trio are getting to the VisualPro, because I can see the changes on the VisualPro by connecting to its HTTP interface as admin.  That is, if I turn tracking on or off, I can see that this message is getting to the VisualPro by inspecting this setting on its admin page.

 

I've tried rebooting everything.  I updated the VisualPro firmware.to the latest version.  I've pushed all the buttons that I know to push.

 

Does anyone have any idea of what we should do?

 

Thanks.

 

- - Herb Ray

 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Speaker Tracking Has Stopped Working

Hello @herbray ,

Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id for every single component.


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. All posts and words are my own & do not represent the views of Employer.

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

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 8
herbray
Visitor

Re: Speaker Tracking Has Stopped Working

Sorry for the omission.

 

We updated from {Release - 6.2.2.1-600016} to {Release - 6.2.2.5-640009}.

 

Thanks.

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Speaker Tracking Has Stopped Working

Hello @herbray ,

 

Trio version? EagleEye Producer/Director software? What type of service is being used?

 

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. All posts and words are my own & do not represent the views of Employer.

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

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 8
herbray
Visitor

Re: Speaker Tracking Has Stopped Working

Steffen - -

 

The Trio is

UC Software Version5.9.5.3162

 

The camera is

Camera NameGroup Series EagleEye Camera
Camera VersionHDCI-MPTZ_EEP

 

We're currently only using the system in conjunction with Zoom; however, we'd like to get it set up with Teams, GoToMeeting, and so on.

 

- - Herb

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Speaker Tracking Has Stopped Working

Hello @herbray ,

 

This is all information that should be provided from the beginning. If the unit is provisioned by Zoom I have a similar case with a customer where Zoom's provisioning is actually overwriting the configuration done on site.

 

I suggest you work with Zoom support and mention 11553180

 

Again I am assuming all this as you have not yet provided all details.

 

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. All posts and words are my own & do not represent the views of Employer.

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

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 8
herbray
Visitor

Re: Speaker Tracking Has Stopped Working

Steffen - -

 

What do you mean by "mention 11553180"?

 

Also, what further information is needed?

 

Thanks.

 

- - Herb

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Speaker Tracking Has Stopped Working

Hello @herbray ,

 

open a ticket with Zoom support and mention this number.

 

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. All posts and words are my own & do not represent the views of Employer.

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

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 8