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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎01-22-2021 04:46 AM

HP Recommended

Hi, it's second time when application not started. We are using this app often but for two times we have had to uninstall and install again to start application. Whem tried to run nothing is happening  Bellow logs attached from Windows 10.

 

Thanks in advance for any advice

 

Nazwa aplikacji powodującej błąd: RealPresenceDesktop.exe, wersja: 3.10.4.7391, sygnatura czasowa: 0x5ed02171
Nazwa modułu powodującego błąd: igdgmm32.dll, wersja: 26.20.100.7757, sygnatura czasowa: 0x5e17447a
Kod wyjątku: 0xc0000005
Przesunięcie błędu: 0x00021150
Identyfikator procesu powodującego błąd: 0x230c
Godzina uruchomienia aplikacji powodującej błąd: 0x01d6f0a5abebffd8
Ścieżka aplikacji powodującej błąd: C:\Users\user.name\AppData\Local\Polycom\RealPresence Desktop\RealPresenceDesktop.exe
Ścieżka modułu powodującego błąd: C:\WINDOWS\System32\DriverStore\FileRepository\igdlh64.inf_amd64_0729a791f23743a3\igdgmm32.dll
Identyfikator raportu: db9bfb1e-fc80-4f02-a53d-487a704b0708
Pełna nazwa pakietu powodującego błąd:
Identyfikator aplikacji względem pakietu powodującego błąd:


Aplikacja: RealPresenceDesktop.exe
Wersja architektury: v4.0.30319
Opis: proces został przerwany z powodu nieobsłużonego wyjątku.
Informacje o wyjątku: kod wyjątku: c0000005, adres wyjątku: 55FB1150

 

best regards

1 REPLY 1

‎01-22-2021 05:00 AM

HP Recommended

Hello @Lukasz_ ,

 

Welcome to the Poly Community.


3.10.4 is not a currently supported version.

 

Please upgrade to the current version 3.11.2 from >here<

 

If you still see the issue please work with your Poly reseller and/or open a Support ticket.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

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