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RealPresence Desktop Mac High Sierra

Occasional Contributor

RealPresence Desktop Mac High Sierra

Just upgraded my iMAC 5k and Macbok Pro to MacOS High Sierra.   High Sierra was released to the public this week and was in BETA for a few months before release.  Just realized that RDP 3.7 or 3.8 don't work with the new version of MACOS.  You can connect to calls, audio works, people can see you, but you can't see others.  The window that normally shows the video is missing--just the black background.  Are others having this problem??  Is there a fix available.

 

Help!

 

Message 1 of 13
12 REPLIES 12
Polycom Employee & Community Manager

Re: RealPresence Desktop Mac High Sierra

Hello mchernis67,

welcome to the Polycom Community.

We clearly usually list all supported and tested operating systems and if the one used by yourself is not one of them then I would assume you will need to wait for the next release.

I suggest you get this into support so we can work with our team on this.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 13
Occasional Contributor

Re: RealPresence Desktop Mac High Sierra

Understood.. Seems like support should be available now but I'll take it up with support.  I posted here because I'm hoping some other community member is aware of some kind of workaround I can use in advance of the next release..

 

I expect you'll be hearing from lots of folks on this..

 

Mark

 

Message 3 of 13
Polycom Employee & Community Manager

Re: RealPresence Desktop Mac High Sierra

Hello mchernis67,

our developers are already looking into this and I believe we plan this for the next maintenance release.

Not ETA for this and all subject to change.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 13
Occasional Contributor

Re: RealPresence Desktop Mac High Sierra

Thanks. Let me know if you are looking for someone to test the maintenance release.  I've participated in BETA testig programs in the past and currently am completely unable to use the app.   Anything would be an improvement.

 

Thanks,

 

Mark

 

Message 5 of 13
Polycom Employee & Moderator

Re: RealPresence Desktop Mac High Sierra

In order to participate in beta programs please reach out to your Polycom sales team and they will nominate you for participation.

 

Hopefully anyone who would have the resources and the time to do beta testing we are excited to have them participate.  If you need help identifying that resource please PM me and I will assist.

Message 6 of 13
Occasional Contributor

Re: RealPresence Desktop Mac High Sierra

Thanks for the reply.     That said, it is pretty shameful you have not updated this app yet for High Sierra.  MacOS 10.13 was in BETA for months and out of about 100 applications I use, this is the ONLY remaining one that does not work properly..   Most products were updated as needed prior to the release and a few within a couple days.   Pathetic!

 

What do you expect people to do?   Every new machine comes with HS now.   We are a pretty large user of Polycom equipment--I'll make sure the sales team is aware of how far behind you are with the basics next time a major install comes up.

 

Mark

 

Message 7 of 13
Visitor

Re: RealPresence Desktop Mac High Sierra

..just to support mchernis67.. I've all my MacOS blame for Polycom after HS upgrade...really curious to understand why such a big company have not work on HS beta "before" relase recently 3.8 .

 

I urged Polycom to release a working application.

 

Message 8 of 13
Polycom Employee & Community Manager

Re: RealPresence Desktop Mac High Sierra

Hello paolob,

welcome to the Polycom Community.

RealPresence Desktop 3.8 was released in order to fix field issues reported by our customers.

 

We do clearly specify what Software Version has been tested against and most of our corporate customers using this application usually do not upgrade to the latest OS Versions straight away.

 

Please work with your Polycom reseller or Polycom sales engineer if you require a fix outside of our usual maintenance window.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 9 of 13
Visitor

Re: RealPresence Desktop Mac High Sierra

Dear Steffen,

 

thanks to reply and welcome.

Let me I stay on my opinion ... since HS beta was out since June 5th I expected some test shoud have been carried on. One other possibility (that some sw developer have applied) it's put in evidence as a warning the incompatibiity with HS.

 

Regards,

Paolo. 

 

 

 

 

Message 10 of 13