Yealink SIP-T58 and SIP-T58W Video Calling - No Video

[Skitz]

Good day,

I have an issue with a customer trying to do video calling using the T58 (58.86.0.39) and T58W (150.86.0.51) and started with getting only a black image on the callee's side. Audio is working during the call. Eventually we got it to a point where they were seeing a static image of the caller. I then updated 3cx to the latest version (Version 20.0 Update 6 (Build 700 Beta)) and the camera now has a solid red light and no image.

They have several SBC phones on site to route to the PBX as they more than 20 phones on site. The callee is not at the same site as the caller. They have stated that the calls were working until their internal IT guy received an email stating that the installation is now running the latest version and all 3CX services are up and running. He received 2 of these emails a minute apart. Auto updates have always been disabled and running through the updates manually, I had to do 4 separate updates to get it to the latest version. I suspect that this may be a notification due to 365 integration as we backup to their SharePoint and not actually related to system updates.

The user mentioned that the light on the camera was green, but since updating 3CX, is now a solid red.

The shutter is not closed on the camera and a DIA has been provisioned for all 3CX traffic. The video calls have been working on the DIA so I don't think that would be the issue.
We've also tried factory resetting and reprovisioning the device with no luck and tried moving the camera to another phone on site and this behaved the same. At this point I suspect the camera may be faulty.

Any assistance with this would be greatly appreciated.

Kind regards,

Mark

 

[JohnS_3CX]

Hi Mark,

I have a T58 and T58W, behind separate SBCs, on the latest 3CX version. Both cameras are green, and only become red during a video call (which works fine here both ways).

The user mentioned that the light on the camera was green, but since updating 3CX, is now a solid red.

I think that's just correlation. If you simply use the camera app on the phone you will notice that the LED is green when not in use, and red when being used. No 3CX upgrade can ever change that.

At this point I suspect the camera may be faulty.

I would agree, and using the built-in camera app on a freshly reset unprovisioned phone would be a good way to check that.

 

[Skitz]

Hi John,

Thank you so much for your response.

Strangely, after rebooting the phone, the issue seemed to have resolved itself only on 1 of the devices. I will see if we can test with the working camera on the device that is still having the issue.

Thank you for clarifying the status of the LED. I was finding conflicting information when looking this up.

I very much appreciate your input.

I hope you have a great day further!

Kind Regard,

Mark