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Camera CX5100 can not be recognized by my PC

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Occasional Visitor

Camera CX5100 can not be recognized by my PC

I have a Polycom CX5100 camera which when I connect it via USB to the PC with Windows 10 is not recognized, the green light stays on and does not stop.
I can not update the firmware either because the PC does not recognize it.
I do not know if it's Driver problems, but I do not know how to install it.
We have done everything and it has not been possible to connect, before if it was done well.
I need help please.

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Camera CX5100 can not be recognized by my PC

Hello @Chepesmart75,

welcome to the Polycom Community.

  • Is this a brand new unit or a Used unit?

  • If used did this work before and what has changed since it last worked?

  • Is the CX5100 Camera connected with the CX5100 Base unit and all cables are seated properly?

  • Are you using the originally supplied blue cable to connect to the PC?
    If not are you using a longer cable?


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

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
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Occasional Visitor

Re: Camera CX5100 can not be recognized by my PC

    Is this a brand new unit or a Used unit?
Is new

    If used did this work before and what has changed since it last worked?

Yes, it was working well, it happened like at the beginning of the year

    Is the CX5100 Camera connected with the CX5100 Base unit and all cables are seated properly?

Yes, that's how it's been doing

    Are you using the originally supplied blue cable to connect to the PC?

Yes.

    If not are you using a longer cable?

No, the same.



Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Camera CX5100 can not be recognized by my PC

Hello @Chepesmart75,

The next step would be to open a ticket for a possible RMA.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4