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Why does the camera image freeze after a while?

Hello,

For months we have had the problem that the camera image freezes after a while (we mostly use Zoom). We suspected that the Ethernet cable between the screen HUB and the table HUB was no longer quite ok and replaced the cable. The camera problem did occur again, but much later. Strangely enough, the problem occurred earlier again, apparently because the cable was kinked somehow. According to our observations, the more movement the camera records, the earlier the problem seems to occur.
After changing the cable several times, we would like to know how we can finally solve the problem.
A BIOS update is recommended here:
https://hub.sync.logitech.com/rally/post/rally-camera-connection-troubleshooting-AaUeevM51RXCyn8
Are there any other suggestions?

Many thanks in advance!

Martin

m6rtin
m6rtin / newcomer (11)
 

Answers

Can't anyone really help with this problem? 😞

m6rtin
m6rtin / newcomer (11)
 

Hi Martin,

You can try an update via Logitech Sync. https://hub.sync.logitech.com/downloads download the Logitech Sync software once.

Replacing the USB-C cable to the camera. For this you need at least a USB-C 3.0 cable, preferably a USB-C 4.0 cable preferably designed for 100 watts. (You may have to try different cable manufacturers, as not every cable may work. If you have an original Logi cable, that would be optimal).

Another option would be to reset the system once. https://devicebase.net/en/logitech-rally-plus/questions/how-to-reset-display-hub/68v

For further troubleshooting. Connect to the Display Hub, do the errors occur there after some time? Disconnect the PC from the Display Hub. Connect to the Table Hub and PC, the problems also occur there. If the errors occur on both sides, the error is probably on the camera side. To test the camera as a stand-alone. You will need a USB-C power splitter from Logitech. With this you can narrow down the error.
Screenshot 2025-03-28 101452.png

@kiessling-medientechnik: Thank you very much for your detailed help!
We will try it all out the next time the problem occurs.

m6rtin
m6rtin / newcomer (11)
 

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