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Real Presence Desktop + newest Windows 10 upgrade

Grey
Occasional Visitor

Real Presence Desktop + newest Windows 10 upgrade

Hello,

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 6
5 REPLIES 5
SteffenBaierUK
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

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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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 6
Polycom Video EP PLM
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 6
betonagas
Member

Re: Real Presence Desktop + newest Windows 10 upgrade

Hi Gray, have you had any answer from Polycom support? I'm experiencing the same problem. After a Windows10 update my integrated webcam (also external webcam) stopped work with RPD. I'm using the version 3.9 and tried to downgrade to version 3.8.1 but the problem remains. It happens only with RPD program. It seems the application is not showing the image locally (and the webcam is OK) because if I make a call the remote side can see my image...

When I run the other programs that use my integrated webcam it works fine.

Message 4 of 6
Yuniel
Occasional Visitor

Re: Real Presence Desktop + newest Windows 10 upgrade

Hello,


We are having this exact same issue on a few Windows 10 computers.   Is there a fix to this ??  

Thanks in advance,

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Real Presence Desktop + newest Windows 10 upgrade


@Polycom Video EP PLM wrote:

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.


Same answer as previously provided

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 6 of 6