Poly Camera Pro: "Object Instance" error on v2.1 and "Procedure Entry Point" error on v2.8 (AMD Syst

[letter31]

Hi HP Community,

I am having trouble installing and running Poly Camera Pro on my HP laptop (AMD-based system). I’ve tried multiple versions but keep encountering different errors. Here is the summary:

1. With SoftPaq sp156164 (v2.1.33.13653):
   • The app installs but fails to launch.
   • It seems like a "Object reference not set to an instance of an object" error.
2. With Microsoft Store version (v2.8.x):
   • I updated the app to see if it fixes the issue, but a new error appeared:
   • Error Message: "The procedure entry point could not be located in the dynamic link library C:\Windows\System32\AMD\xrt-smi.exe" and a hex code D13D86E03FD7B3649F2A.

What I have tried:

• Running as Administrator and re-extracting the SoftPaq.
• Checking for "HP App Helper CapH" service (it is running).
• Resetting and Repairing the app in Windows Settings.

My Questions:

• Is version 2.8 compatible with older AMD drivers, or do I MUST update to a non-HP official AMD driver?
• How can I fix the NullReferenceException in version 2.1 which HP specifically recommends for my model?
• Is there a specific "AMD IPU" or "HP Application Enabling Software" version required for this app to work?

[Kuroi_Kenshi]

Hi @letter31,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Thank you for the detailed explanation. Based on the errors you’re seeing, this is very likely related to HP-specific AMD driver and application framework dependencies, not a general Windows or Microsoft Store issue. Below are HP laptop–focused troubleshooting steps only, tailored for Poly Camera Pro on AMD systems.

Verify the installed AMD graphics driver is HP-approved
Open Device Manager > Display adapters and note the driver provider and version.
Poly Camera Pro requires the HP-customized AMD driver, not the generic AMD Adrenalin driver.

Roll back to the latest HP-released AMD graphics driver
Download the AMD graphics driver specifically listed for your exact HP laptop model from HP Support.
Install it over the current driver and restart the system.

Confirm HP Application Enabling Software is installed
Open Apps & Features and check for “HP Application Enabling Software.”
If missing or outdated, install the latest version available for your model from HP Support.

Verify HP App Helper (CapH) service status
Open Services and confirm HP App Helper CapH is running and set to Automatic.
Restart the service once to refresh dependencies.

Remove Poly Camera Pro completely before reinstalling
Uninstall Poly Camera Pro from Apps & Features.
Restart the system to clear locked components.

Install the HP-recommended Poly Camera Pro version only
Install the SoftPaq version recommended for your model (v2.1.x).
Do not install the Microsoft Store version during testing.

Check AMD IPU / camera framework support
In Device Manager, expand System Devices and Imaging Devices.
Ensure there are no missing or disabled HP camera or AMD imaging components.

Avoid mixing HP and non-HP AMD components
Do not install standalone AMD chipset, IPU, or graphics packages from AMD.com.
Mixed driver stacks commonly cause “procedure entry point” and DLL errors.

Apply all HP BIOS and firmware updates
Install the latest BIOS and system firmware for your laptop from HP Support.
Some Poly camera functions rely on updated firmware interfaces.

Test application launch after clean reboot
Restart the system and launch Poly Camera Pro normally (not as administrator).
If it fails immediately, the issue is still driver-level rather than application-level.

I hope this helps.

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Best regards,