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Article ID: 000058621
Last Modified Date: 10/12/2021
Access Level: Public

Why does my RealPresence Desktop not have audio on my Windows Surface Pro 3 with Windows 10?

When in a call, the far-end can hear the RealPresence Desktop, but the RPD cannot hear the far-end. This recently occurred on an update of the Windows Update.  This is often caused by the most recent drivers installed on the Surface Pro 3 with Windows 10.
Follow the steps below on how to install driver in compatibility mode:
1. Download the driver from the manufacturer’s website and save it on your local disk.
2. Right click on the setup file of the driver and select “Properties”.
3. Select “Compatibility” Tab.
4. Place a check mark next to “Run this program in Compatibility mode” and select operating system from the drop down list.
5. Let the driver install and then check the functionality.
Windows will require a restart to activate the new sound drivers.