HP 960 4K Streaming Webcam - Auto Framing Not Available

[kevin_k7]

I have the latest Poly Lens software 2.1.1 and the Auto Framing still says "COMING SOON". I'm wondering what's happening here? I read a review on Techradar inferring that the Auto Framing had already worked, so I'm very confused. Can anyone help?

[Max3Aj]

@kevin_k7, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

​The "Auto Framing" feature on your HP 960 4K Streaming Webcam is currently marked as "COMING SOON" in the Poly Lens software version 2.1.1. This indicates that the feature has not yet been activated for your device.​

As of now, HP has not officially released the auto-framing functionality for this webcam.​

You may refer to this document - HP 965 4K Streaming Webcam and HP 960 4K Streaming Webcam - Frequently Asked Questions | HP® Support
 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[kevin_k7]

Dear Max3Aj,

Nowhere in the product advertisement did it mention that the feature is not yet available: https://www.hp.com/us-en/shop/pdp/hp-960-4k-streaming-webcam.

A Techradar review for this product also mentioned "This framing feature is both smooth and reliable, although it does take a couple of seconds to react to you moving in the shot. In future versions, I would love to see it be able to instantly respond and smoothly track the subject without this delay."

I'm wondering if I was misled by the advertisement and review? Please confirm, thank you!

[Max3Aj]

@kevin_k7, Thank you for your response. 

On HP's product page for the HP 960 4K Streaming Webcam, the "Auto Framing" feature is described as active and available, without any mention that it’s unavailable or pending future activation. It advertises AI-based Auto Framing that keeps you centered during livestreams.
 

Based on that and the TechRadar review you mentioned, it seems reasonable that you expected the feature to work. You were not misled about its existence — but its performance (speed/responsiveness) might not have matched your expectations.

That said, I believe, the issue may lie with the Poly lens software update. 

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I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[kevin_k7]

Dear Max3Aj, 

Thank you for your response. As mentioned in the private message, I have already tried calling the HP Phone Support, and they asked me to do a PAID (!!) remote support, which is quite infuriating. I'm running the latest Windows version with the latest Poly Lens software on an Intel I 12700k with dedicated GPU, so the PC shouldn't be underpowered to do this task. I'm wondering if you have any tips in contacting the phone support so I don't get tossed around and I could find an agent that understands the issue. Thank you! 

[kevin_k7]

@Max3Aj

I also noticed that someone posted about this issue earlier this year:

https://h30434.www3.hp.com/t5/Webcams/960-4k-Autoframing-When/m-p/9312400

It's almost two years since this product came out, and this feature is still COMING SOON? I wonder what's going on with this product? Customer Support seems nonexistent, and for a product currently selling for $219.99, this is quite unacceptable 😞