camera shows blank video after wakeup

[Rtsin]

Hi experts,

I'm experiencing a problem on a GS endpoint with an EE3 camera. After upgrading from 5.0.0 directly to 6.1.7.1, customer tried to wake up the codec with his remote controller and got a blank video input. The PTZ control is normal but a blue blank video takes the place of the selfview window. I tried to upgrade to 6.1.7.2 but the problem is still there. Is there any solutions or workarounds?

Any comments or suggestions will be highly appreciated.

Thank you.

Rick

[Polycom Video EP PLM]

The upgrade should not have anything to do with it and the only way to be sure is to connect the camera to a different system and test it, does it work there?

Is the right camera source selected?

Is the camera image seen at the far end, just not locally?

Have you tried a factory restore of the system?