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Polycom RealPresence Desktop - No Video from far end

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Polycom RealPresence Desktop - No Video from far end

Hello.  I have a user who is having an issue with Polycom RPD.  I have installed multiple versions between 3.1 and 3.9 and still have the same issue.  The user can make a call but sees no far end video or video preview in settings, no matter which camera is chosen.  I can see his video and hear audio from the other end, but he sees nothing.  It is just dark gray in his video window.

 

Logs show a few errors of suspect.

[LoadCodecLib] LoadLibrary failed for SVCELib.dll, error = 0

[LoadCodecLib] LoadLibrary failed for video_decoder.dll, error = 0

fail to load back ground image, error=00000002

 

I'm thinking the software can't decode the video from the above .dll.  However, I'm not sure how to fix it.  Any advice you can give will be appreciated. 

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