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9971 camera disconnected in the middle of video call

Problem description : 

  • While video calling, after a few seconds appear "camera disconnected" notification
  • video on the far end freezes
  • Then about 30 seconds, the camera is connected again, but the problem is repeated.


  • 9971 firmware 9.4.2.SR-2 register to CUCM 11.0
  • call to Realpresence Desktop Polycom v.3.3 which register to VCS 8.7 as sip client
  • CUCM use sip trunk to VCS, using standard sip profile for VCS

Any help or suggestion is kindly appreciated.


Wengkie K.

3 Replies 3

Manish Gogna
Cisco Employee
Cisco Employee

Hi Wengkie,

Is the issue also seen for calls between two 9971's on the same cluster? if yes, then it could be a phone specific issue. If the issue is only seen with calls over SIP trunk then you need to get the detailed callmanager service traces first to check if there is an issue with the signaling or some other error printed in the traces.


Hi Manish,

It doesn't happen when calling to other cisco endpoint.

I tried to call cipc, jabber on windows, telepresence server and all works well either video or audio.

I also tried to call from another 9971 phone, and the same problem occurs.

There is also a polycom mcu connected to VCS.

Video call to MCU works well.

I also tried to register other sip clients like x-lite and ekiga to VCS, 

But call from 9971 to those endpoints is automatically switched to phone call, not video.

yet, the video capability is already enabled.

I have the same problem.
Prompt please whether it was possible to solve the given problem or to receive the additional information?
Thank you.

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