As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.
Poly companion, RealPresence Desktop
Escalation Requirements
| Information Needed | |
|---|---|
Detailed Problem Description |
Example: My Camera is not showing video when using it with my RealPresence Desktop app. I get a black screen. I have doublechecked my settings and I am selecting the correct camera. I have tried power cycling the camera without success. |
| Information Needed | |
|---|---|
Studio USB Support Information |
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Client Logs |
It is important to also capture the logs from the client using the USB camera. For example, RPD Client logs can be obtained by clicking on the top right corner over the Polycom logo and selecting Log Collector. |
When Possible Get a video |
Especially for problems related to Quality video or even pictures can be invaluable to expedite resolution.
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Date & Time of the incident |
Logs can be extensive, so you must include all the relevant information about when the problem started and stopped. |
Serial Number Location
The serial number is on the bottom of the unit.
Serial Number Location
Companion Logs
RealPresence Desktop app Logs Collect