Poly has joined the HP family! From August 7, 2023, Poly Support contact options will connect you to HP. This portal will be live until November, when we'll move to the HP Customer Support site.
Escalation Requirements
| Information Needed | |
|---|---|
Detailed Problem Description |
Example: EagleEye Director II is not tracking faces correctly. I can reproduce this issue 100% of the time. It happens even when I am not on a call. I have tried to reset factory settings and re-calibrate the camera without success. I have attached the System Log, my endpoint logs, and a video showing the problem. |
| Information Needed | |
|---|---|
EED II Support Information |
1. Open an Internet browser.
|
GS Support Information |
The GS logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > |
When Possible Get a Video |
Especially for problems related to Quality video or even pictures can be invaluable to expedite resolution |
Date & Time of the Incident |
Logs can be extensive, so you must include all the relevant information about when the problem started and stopped. |
Serial Number Location
- The serial number is on the bottom of the unit.
- It can also be found in the EagleEye Director II App.
- And in the EagleEye Director II Web UI.
