Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Chris-M-Cy
Frequent Advisor

Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hi,

since I've upgraded to macOS Catalina 10.15 I cannot launch the Polycom Companion for Mac 1.2.1 anymore.

I'll get the attached message that it quit unexpectedly.

I've also reinstalled it but it still doesn't work.

Anyone else with the same issue?


BR

Chris

9 REPLIES 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hello @Chris-M-Cy ,

 

Welcome back to the Poly Community.

 

I suggest you get this into support based on a Studio or Cube serial and quote EN-157425 to be linked.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 10
Chris-M-Cy
Frequent Advisor

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Thanks for you reply Steffen,

the SR # is 1-14324838371

BR

Chris

Message 3 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hello @Chris-M-Cy ,

 

in my queue. Can you attach the logs from the Mac?

Best Regards

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 10
Chris-M-Cy
Frequent Advisor

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hi Steffen,

 

please find attached the crash report. I'll also upload it to my SR.

BR

Chris

mh2019
Occasional Visitor

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Could you get this fixed? I've the same problem as probably everybody else using the software on macOS

Message 6 of 10
milosha
Occasional Visitor

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

same here, we are testing Polycom Studio before buying and there is no way to get the Companion to run. Can you please update the package to run on Catalina? Otherwise there is no use of the product for us.

Message 7 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hello @milosha and @mh2019 ,

 

Welcome to the Poly Community.

 

We are aware of this and working on a fix. The current Companion app is a 64Bit app but we are fixing the incompatibility issue with the Mac OS.

 

Could I ask you to raise this via your Poly reseller and quote 1-14324838371 so we can align this internally. We may have the ability to share a Beta build but we need this in support.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 8 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hello all,

 

we should release a new Companion software 1.3 on our Support site at the 12/20/2019

 

Best Regards

 

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 9 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Companion for Mac 1.2.1 doesn't work with macOS Catalina 10.15

Hi all,

 

software has been released

 

https://support.polycom.com/content/support/north-america/usa/en/support/video/companion/companion.h...

 

Best regards

 

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 10 of 10