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Eagle eye director does not Track anymore - Group 310


Eagle eye director does not Track anymore - Group 310



we have the following issue. We use an Eagle Eye Director + G310 in Trio Mode + Trio 8800, I did update everything to the latest version.

The issue is, that the Eagle eye director does not track anymore. I can turn it on on the G310, but then it does not work and after a reboot it is always set to off automatically.

I did already factory default the Eagle eye director and also the group series.

Does anyone know what this could be?

If I check on the Trio and go to the Camera settings it says "Do you want to disable tracking" So somehow it seems to be on, but also off?! 


See attached a screen, it always jumps back after reboot. Even if I change and save it.


Kind regards

Polycom Employee & Community Manager

Re: Eagle eye director does not Track anymore - Group 310

Hello @Proxy00 ,


welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here


Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

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

Best Regards

Steffen Baier

Polycom Global Services


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 3

Re: Eagle eye director does not Track anymore - Group 310



can you delete this post? It does work now, after I also did a factory reset of the trio while it was connected to the group.


The strange thing is, I did factory reset the EED and G310 (while the trio was not paired to the G310) and it did not work. But now it seems to be okay.



Thanks for your time.

Kind regards


Message 3 of 3