Accessibility

As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.

EagleEye Director II

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.
2. Type the IP or FQDN of the EEDII.
3. If prompted, enter Admin credentials.
4. Navigate to Diagnostics > Logs
5. Click on Download logs

 

GS Support Information

The GS logs are downloadable via the web interface of the suspect codec, log in via the IP address  >  Diagnostics  > 
System  >  Download Logs  >  Download System Logs. Depending on the browser used you will get a Save As for the download of the .tgz file.

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.