My camera is connected but not working/displaying

[OrionL]

the camera doesn'tThe monitor works

[M_Salman]

Hello @OrionL, Welcome to the HP Poly Support Community.

Thanks for reaching out and sharing your experience with the Poly Sync 20. 

I am sorry to hear you’re having trouble—I understand how important it is to have the device working perfectly.
 

Here are a few steps you can try to help resolve the issue:

1. Reset via Poly Lens

• Open the Poly Lens app
• Select your Sync 20 device
• Check under Settings for a "Reset Device" option
• If available, go ahead and reset the device, then test again

2. Reinstall Drivers (for Windows users)

• Open Device Manager
• Find the Sync 20 under audio or USB devices
• Right-click and choose Uninstall device
• After uninstalling, restart your PC and the Sync 20, then check if the issue is resolved

3. Test on Another PC (if available)

• If you can, try connecting the Sync 20 to a different computer. This can help determine whether the issue is with the device itself or something on your original system.
   

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

Hi @OrionL,
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman

[M_Salman]

@OrionL, 

I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[M_Salman]

@OrionL,

Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Salman