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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended
HP 960

I'm having two problems with my HP 960 camera and the Polylens app:

  1. The camera's serial number is not recognized anywhere.

  2. The Polylens app doesn't let me change the webcam quality, despite it being advertised as 4K and 1080p at 60fps.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @a2222 ,

 

welcome to the HP Poly community.

 

The yet unknown version of Poly Lens that you tested with the HP 960 camera most likely has only basic support for the camera as you should still use the HP Support Tools 2.0 


I am unsure what software you are using to check the camera resolution but I suggest the Windows Camera app which will allow the camera to use the full 4K it supports.

 

Other Applications like Microsoft Teams or Zoom only support lower resolutions.

 

I suggest you contact our Support organization in your region if you have any follow-up questions. Details are in my Signature.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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

View solution in original post

3 REPLIES 3
HP Recommended

Hello @a2222 ,

 

welcome to the HP Poly community.

 

The yet unknown version of Poly Lens that you tested with the HP 960 camera most likely has only basic support for the camera as you should still use the HP Support Tools 2.0 


I am unsure what software you are using to check the camera resolution but I suggest the Windows Camera app which will allow the camera to use the full 4K it supports.

 

Other Applications like Microsoft Teams or Zoom only support lower resolutions.

 

I suggest you contact our Support organization in your region if you have any follow-up questions. Details are in my Signature.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
HP Recommended

HP recommends its users to use Polylens in order to access advanced featuresHP recommends its users to use Polylens in order to access advanced featuresPolylens is using current patchPolylens is using current patchWindows camera app doesn't allow me to make the quality betterWindows camera app doesn't allow me to make the quality betterUsing current windows 11 patchUsing current windows 11 patch

The serial number for an HP 960 camera purchased on Amazon from the official HP store never works, so none of the HP support apps can recognize your device.


Edit: Apparently the lack of support for higher resolutions is directly caused by connecting the webcam to a USB 2.0 port. Changing the port fixed the issue. Thank you for understanding.

HP Recommended

Hello @a2222 ,

 

Using an HP 960 camera (running software 1002) with the build-in Windows Camera App shows on my Laptop:

 

SteffenBaierUK_0-1693947476564.png

 

or

 

SteffenBaierUK_1-1693947497361.png

 

As you can hopefully see the camera's capabilities completely depend on the OS, the memory and speed of the PC, and the App that is using the camera.

 

It will also depend if you are using any external USB hubs etc. I was using the original USB-C to USB-A cable.

Using a cheap USB-C to USB-C cable only show lower speeds/resolution

SteffenBaierUK_2-1693947864711.png

 

SteffenBaierUK_3-1693947886934.png

 

For any follow-up questions, I suggest you contact our Support organization in your region. Details are in my Signature.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.