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Studio X50 / TC8 - Camera Issues

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davecowley
Occasional Visitor

Studio X50 / TC8 - Camera Issues

Hi

 

I have 2 Studio X50's with TC8's, both have Firmware Current Version: 3.4.0-292042 and the provider set as Microsoft Teams.

 

When a Teams meeting is in place and someone new joins the meeting then they can see the camera feed of the user using the X50. Also, sometimes when the user joins an existing meeting via the X50 the camera does not work. 

 

We can turn the camera off and on again via the TC8 which sometimes fixes the issues but not always.

 

The device has been factory formatted already and re-setup.  Find it odd that it is occurring on 2 devices.

 

Has anyone else had this and been able to fix?

 

Cheers

Dave

Message 1 of 5
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Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50 / TC8 - Camera Issues

Hello @davecowley ,

 

A community search should find many posts about USB upgrades >here< or downgrades or how to do this using a local server.

 

The URL for the Custom Server URL is http://swupdate.lens.poly.com/polyos/3.2.3/280012

SteffenBaierUK_0-1622723381017.png

 

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

View solution in original post

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

Re: Studio X50 / TC8 - Camera Issues

Hello @davecowley ,

 

Welcome to the Poly Community.


We have had similar reports >here< and our Partner Microsoft, who supplies the Microsoft Teams application running on our MTRoA Studio X devices, has provided us with a potential fix for the issue.

 

Microsoft is aware and is working on this and the planned new release for this is the next 3.5 release.

 

If this is to service affecting then you should downgrade to the older 3.2.3 release or you can try to disable the camera and re-activating it.

 

Feel free to raise a ticket with our support organization so we can keep you updated on Microsoft's progress and potentially share a 3.5 Beta.

 

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 2 of 5
davecowley
Occasional Visitor

Re: Studio X50 / TC8 - Camera Issues

thanks for coming back to me. 

 

I have found the firmware now, (link for any others who find this post) https://support.polycom.com/content/support/north-america/usa/en/support/video/poly-studio-x-family/...

 

Do you know how to downgrade the firmware? the URLs listed in the release docs are invalid. 

Message 3 of 5
davecowley
Occasional Visitor

Re: Studio X50 / TC8 - Camera Issues

Ive just found this guide. https://documents.polycom.com/bundle/polyvideomode-ag-3-2-0/page/t3909795.html

 

Do i need to extract the .tar file from the .gz file? or will it accept the .gz file?

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50 / TC8 - Camera Issues

Hello @davecowley ,

 

A community search should find many posts about USB upgrades >here< or downgrades or how to do this using a local server.

 

The URL for the Custom Server URL is http://swupdate.lens.poly.com/polyos/3.2.3/280012

SteffenBaierUK_0-1622723381017.png

 

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

View solution in original post

Message 5 of 5