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Poly companion, RealPresence Desktop

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: My Camera is not showing video when using it with my RealPresence Desktop app. I get a black screen. I have doublechecked my settings and I am selecting the correct camera. I have tried power cycling the camera without success.

 

Information Needed  

Studio USB Support Information

  • Open your companion app.
  • Select your Studio USB by clicking on its picture.
  • Select: Diagnostics > Logs
  • Download logs
  • Also download Crash Files.

Client Logs

It is important to also capture the logs from the client using the USB camera. For example, RPD Client logs can be obtained by clicking on the top right corner over the Polycom logo and selecting Log Collector.

When Possible Get a video

Especially for problems related to Quality video or even pictures can be invaluable to expedite resolution.

 

Date & Time of the incident

Logs can be extensive, so you must include all the relevant information about when the problem started and stopped.

Serial Number Location

The serial number is on the bottom of the unit.

Serial Number Location Serial Number Location
Companion Logs Companion Logs
RealPresence Desktop app Logs Collect RealPresence Desktop app Logs Collect