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RealPresence Crashes at login

kelld00
Occasional Advisor

RealPresence Crashes at login

I am attempting to use the RealPresence Desktop software to join a video conference with my client. I am using the trial version to see how well this will work, but so far it's having issues. 

 

I installed the RealPresence Desktop on my Lenovo T420 running Windows 7 and it opens and runs fine, until I attempt to sign in. If I do not have my VPN connection active, the software does not crash and I presume this is because it cannot log in (invalid server address message appears). BUT, when I activate my VPN connection and enter the sign in credentials, the software crashes/dissappears just after I click "sign in". 

 

What is happening and what can I do to fix it?

 

Many thanks in advance.

 

-Dan

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

Re: RealPresence Crashes at login

Hello Dan,

welcome to the Polycom Community.

You could try the log file and see if you can spot anything there.

 

It is located at C:\Users\<Your User Name>AppData\Roaming\RealPresence Desktop\log

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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 13
kelld00
Occasional Advisor

Re: RealPresence Crashes at login

Thanks Steffen,

 

I found the log file, but I did not see anything that clearly indicates a problem (or more importantly, solution). I've included it below and hope it can shed some light on my problem.

 

I really appreciate your support and hope we can get this resolved quickly. 

 

-Dan

 

**************** Unhandled Exception Log File For Client ****************

=============================== Generic Info ===============================
File Generation Time: 2014-08-19 07:57:20
Module Name: RealPresenceDesktop.exe
Exception Code: e0434352 Description:
Fault address: 7651C41F
Section Number: 01
Section Offset: 0000B41F
Module Raising Exception:KERNELBASE.dll

============================= x86 CPU Register =============================
EAX: 002FE5E8 EBX: 00000005 ECX: 00000005 EDX: 00000000 ESI: 002FE694 EDI: 006E0A10
CS: 0023 EIP: 7651C41F
SS: 002B ESP: 002FE5E8 EBP: 002FE638
DS: 002B ES: 002B FS: 0053 GS: 002B

================================ Call Stack ================================
Address Frame Logical addr Module
7651C41F 002FE638 0001: 0000B41F KERNELBASE.dll!RaiseException()
6580EEB8 002FE6C8 0001: 000EDEB8 clr.dll!CoInitializeEE()
658123BF 002FE768 0001: 000F13BF clr.dll!CoInitializeEE()
63D81E1C 002FE840 0003: 00014E1C WindowsBase.ni.dll
63D84CC5 002FE88C 0003: 00017CC5 WindowsBase.ni.dll
63D84C28 002FE8A4 0003: 00017C28 WindowsBase.ni.dll
6572219B 002FE8B4 0001: 0000119B clr.dll
6575A7FA 002FE930 0001: 000397FA clr.dll!StrongNameFreeBuffer()
6575A99C 002FEA68 0001: 0003999C clr.dll!StrongNameFreeBuffer()
6575A9D1 002FEA84 0001: 000399D1 clr.dll!StrongNameFreeBuffer()
6575A9F1 002FEA9C 0001: 000399F1 clr.dll!StrongNameFreeBuffer()
6577585F 002FEC80 0001: 0005485F clr.dll!StrongNameFreeBuffer()
657759B7 002FED2C 0001: 000549B7 clr.dll!StrongNameFreeBuffer()
64B84D3A 002FED64 0003: 00028D3A mscorlib.ni.dll
64B87FB4 002FED84 0003: 0002BFB4 mscorlib.ni.dll
63D84B58 002FEDC4 0003: 00017B58 WindowsBase.ni.dll
63D8080E 002FEE08 0003: 0001380E WindowsBase.ni.dll
63D809E7 002FEE48 0003: 000139E7 WindowsBase.ni.dll
63D820B6 002FEE94 0003: 000150B6 WindowsBase.ni.dll
63D81FE5 002FEEB4 0003: 00014FE5 WindowsBase.ni.dll
63D81E93 002FEECC 0003: 00014E93 WindowsBase.ni.dll
63D81DC2 002FEF0C 0003: 00014DC2 WindowsBase.ni.dll
63D802DC 002FEF50 0003: 000132DC WindowsBase.ni.dll
63D818C8 002FEF98 0003: 000148C8 WindowsBase.ni.dll
001A09E5 002FEFCC 0000: 00000000 WindowsBase.ni.dll
75DD62FA 002FEFF8 0001: 000062FA USER32.dll!gapfnScSendMessage()
75DD6D3A 002FF070 0001: 00006D3A USER32.dll!GetThreadDesktop()
75DD77C4 002FF0D0 0001: 000077C4 USER32.dll!CharPrevW()
75DD788A 002FF0E0 0001: 0000788A USER32.dll!DispatchMessageW()
63D9B0EC 002FF12C 0003: 0002E0EC WindowsBase.ni.dll
63D7F83D 002FF17C 0003: 0001283D WindowsBase.ni.dll
63D7F521 002FF188 0003: 00012521 WindowsBase.ni.dll
6229C1BF 002FF194 0003: 000101BF PresentationFramework.ni.dll
6229BD90 002FF1B8 0003: 0000FD90 PresentationFramework.ni.dll
6229BADF 002FF1C8 0003: 0000FADF PresentationFramework.ni.dll
003600A5 002FF1D4 0000: 00000000 PresentationFramework.ni.dll
6572219B 002FF1E4 0001: 0000119B clr.dll
6575A7FA 002FF260 0001: 000397FA clr.dll!StrongNameFreeBuffer()
6575A99C 002FF398 0001: 0003999C clr.dll!StrongNameFreeBuffer()
6575A9D1 002FF3B4 0001: 000399D1 clr.dll!StrongNameFreeBuffer()
6575A9F1 002FF3CC 0001: 000399F1 clr.dll!StrongNameFreeBuffer()
6579CC7B 002FF530 0001: 0007BC7B clr.dll!StrongNameSignatureVerification()
6579CD88 002FF798 0001: 0007BD88 clr.dll!StrongNameSignatureVerification()
6579CE04 002FFC88 0001: 0007BE04 clr.dll!StrongNameSignatureVerification()
6579D031 002FFCDC 0001: 0007C031 clr.dll!StrongNameSignatureVerification()
6579CF31 002FFD28 0001: 0007BF31 clr.dll!StrongNameSignatureVerification()
657DABA8 002FFD60 0001: 000B9BA8 clr.dll!CorExeMain()
705155AB 002FFD6C 0001: 000045AB mscoreei.dll!CorExeMain()
70587F16 002FFD7C 0001: 00006F16 MSCOREE.DLL!CreateConfigStream()
70584DE3 002FFD90 0001: 00003DE3 MSCOREE.DLL!CorExeMain()
77189F72 002FFDD0 0001: 00029F72 ntdll.dll!RtlInitializeExceptionChain()
77189F45 002FFDE8 0001: 00029F45 ntdll.dll!RtlInitializeExceptionChain()

Message 3 of 13
kelld00
Occasional Advisor

Re: RealPresence Crashes at login

Some additional information: 

 

I tried to install this RealPresence Desktop on my other (personal) PC, and the exact same behavior occurs. Crashes when logging in while connected via VPN. 

 

Please help! 

 

-Dan

Message 4 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Crashes at login

Hello Dan,

  • Is anyone else logged into the same account that you are trying to use?
  • What Infrastructure are you using ?
    CMA or RPRM?

  • What exact Version of RPD are you testing?


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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 5 of 13
kelld00
Occasional Advisor

Re: RealPresence Crashes at login

Hey Steffen,

 

  • No other users are logged in
  • I'm using CRM infrastructure
  • I'm testing the latest version downloaded from the website yesterday.

Thanks,

Dan

Message 6 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Crashes at login

Hello Dan,

What Polycom product is CRM ? I am not familiar with that term in regards to Polycom products.

 

Real Presence Desktop will either work with a Polycom CMA or RealPresence Resource Manager Systems.

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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 7 of 13
kelld00
Occasional Advisor

Re: RealPresence Crashes at login

Steffen,

 

Sorry, typo. I'm using CMA infrastructure.

 

-Dan

Message 8 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Crashes at login

Hello Dan,

as you have a CMA please go ahead and raise a ticket with our support team via your Polycom reseller.

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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 9 of 13
kelld00
Occasional Advisor

Re: RealPresence Crashes at login

Steffen,

 

I was told by your phone support colleagues that THIS forum was my only support option because I'm using the trial version. 

 

How do I "raise a ticket with your support team via my Polycom reseller" and will they even support someone struggling with the trial version of RealPresence Desktop?

 

I'm simply trying to join a video conference with my client that uses Polycom. Please, suggest an alternative to this RealPresence Desktop software that refuses to work (if there is one). 

 

Sincerely,

Dan

Message 10 of 13