Can't See any video on Polycom RealPresence Desktop

CA343 · ‎10-17-2023

Hi, hoping someone can help us with this:

RPD shows no video at all. Not from tests, not from other people.

It only happens when using HP Elitebook 840 G9 for us. It doesn't happen on Elitebook 840 G8s, both connected to the same network. G8 works and shows video, G9s don't. Please note the plural, on any G9 it just doesn't work.

G8s and G9s have similar installations. Both are running Windows 10 Version 1809.

Now I know that they have different cameras, but it's not the camera. People on the other side of the conversation can see video. It's the user the one that can't see any video.

I tried using a virtual camera because that maybe there was some issue with the newer version having a better camera and maybe that would be a problem, but same result. G8 works, G9 doesn't.

Additionally, no other application has a problem with the camera on the G9s, be it teams or things like Logi Capture or SplitCam.

Got this from the log:

VideoInputChan localpeopel: Can not bind the device: HP 5MP Camera with hr=80070005

VideoInputChan localpeopel: fail to load capture filter with camera

Any advice would be most welcomed.

SteffenBaierUK · ‎10-17-2023

Hello @CA343 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

Is this only an issue in a call or do you see the local video outside of a call? If in a call H.323 or SIP?

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

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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.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

CA343 · ‎10-17-2023

Hi, thanks for the answer.

Sorry about that. We pretty much tried all the versions of RPD available from 3.1.0 to 3.11.10 (3.8.1, 3.11.2, even 2.0). Granted, most of the oldest ones wouldn't even log, but on all the ones that let us log in the result would be the same. No video at all.

We get no video outside calls or inside. No video on the preview or in the Camera Set-Up.

And thanks for the suggestion, if this fails I will see if I can contact the support organization.

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