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Real Presence Desktop + newest Windows 10 upgrade

Occasional Visitor

Real Presence Desktop + newest Windows 10 upgrade


My Win 10 upgraded few days ago.
And since then RPD 3.7 doesn't see any of my webcam's videostream.
I can choose any of them at the settings but I can't see myself at the initial screen (adding call) and in conference.
What shall I do?

Message 1 of 3
Polycom Employee & Community Manager

Re: Real Presence Desktop + newest Windows 10 upgrade

Hello Grey,

welcome to the Polycom Community.

Did this work prior to the Windows 10 update aka was this a Windows 10 installation and just the OS was upgraded with a newer release?


What type of Web Cam are you using ?


I suggest you work with our support team on this.

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 usually unable to open a ticket directly with Polycom support.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 3
Polycom Employee & Moderator

Re: Real Presence Desktop + newest Windows 10 upgrade

Please open a service ticket so Polycom service can get the proper logs and they can have engineering look into why your camera is failing.

Message 3 of 3