Webcams

[wright1968]

This forum post is a final plea for someone at Logitech to fix this problem that has plagued the Logitech Webcam Software for several years now without a fix.

I opened a support case with Logitech to address an issue with Logitech's webcam software in which entries are persisted in the registry key "HKLM\System\CurrentControlSet\Control\Session Manager".  These registry keys cause certain Microsoft updates to fail.   Additionally, certain installations (like Symantec Endpoint Protection and Microsoft SQL Server editions) check this registry location for a program that may be placing the computer in a pending restart state.  The registry key is documented on Microsoft’s website at the link below.

http://technet.microsoft.com/en-us/library/cc960241.aspx

My support agent told me that because my webcam was not designed for Windows 7, “it would not work”, and I should purchase a compatible webcam.  However, this problem affects multiple models, including models that are supported by Windows 7, a fact which I stated on the support ticket.  Yet the agent was insistent that Logitech could do nothing to assist except offer a 50% discount on my next Logitech webcam purchase.

It seems Logitech has no desire to support its products beyond the life of an operating system rather than the life of the product.  This lack of regard for a customer's changing needs may help Logitech’s bottom line, and it may help sell additional webcams.  But, forcing your customers to replace the hardware every time Microsoft releases a new operating system simply because you refuse to support them is not cost effective for my organization.  The fact is, the webcam works perfectly for its stated purpose despite the agent’s claim that “it would not work”.

I support over 500 Logitech webcams for a Fortune 50 company, and most ALL of them are experiencing the exact issue I have tried to resolve on this support ticket.   Some are “supported”, some aren’t, but they all work perfectly except for the fact that the aforementioned coding flaw causes other programs and updates to fail. 

It is not cost effective for my company to replace webcams every time we upgrade the OS despite Logitech's offer of 50% off on my next purchase.  It is also not cost effective for my organization to be burdened with the task of having to manually update computers that can't be patched automatically due to this flaw in your code.  The flaw has been well documented, and has been reported numerous times on your forums, and I can presume many other support tickets, and it seems that Logitech has utterly failed to address the flaw despite repeated requests by myself and other customers on your online forums.  (See links below)

http://forums.logitech.com/t5/Webcams/Problems-after-installation-of-ver-11-8-XP/m-p/312725#M57659

http://forums.logitech.com/t5/Webcams/Temp-Folder-installation-LVPrcInj01-dll/m-p/318204#M58612

http://forums.logitech.com/t5/Webcams/DLL-Injection-of-LVPrcInj-dll-causes-problems/m-p/247360#M4819...

http://forums.logitech.com/t5/Webcams/Crap-code-leaves-registry-problem/m-p/433947

It will be my recommendation to seek out another vendor in the future for the webcam needs of our enterprise unless Logitech can begin to address the needs of its customers in a more satisfactory manner.  This means that Logitech will need to acknowledge that its software is flawed and then release a patch in a timely fashion.  Logitech also needs to listen to the voice of their customers who have been complaining for years.  I feel truly sorry for the home users who aren’t technically savvy enough to even open a support case on this issue.  It is only it’s more technically savvy users who are even able to identify that the problem is caused by Logitech’s software, and not by third party patching programs and installations.

Persisting an entry in PendingFileRenameOperations is bad business, and Logitech is going to lose my business because of it unless they can get this fixed.

[KachiWachi Distinguished Logi Legend]

Welcome to the Logitech Community Webcam Forum wright1968!

---

wright1968 sez -

My support agent told me that because my webcam was not designed for Windows 7, “it would not work”, and I should purchase a compatible webcam.

---

What is the 860-xxxxxx (or 8xxxxx) series number from the camera's identification tag (FAQ #3427), or preferably, its USB\VID ID?



Thanks.

[wright1968]

Logitech QuickCam Pro 5000 / Logitech USB Camera (Pro 5000)

M/N:  V-UAX16

P/N:  861306-0000

DeviceID:  USB\VID_0646D&PID_08CE&MI_00\6&21B1BD46&0&0000  (Logitech QuickCam Pro 5000)

  or

DeviceID:  USB\VID_0646D&PID_08CE\6CD9ECAC  (Logitech USB Camera (Pro 5000))

However, the problem isn't model specific.  I have seen it on several models in my environment, and the common thread seems to be that the bug affects version 12.x of the Logitecth Webcam Software.  I have clients (even clients with this exact model) that don't have this issue, but they are running version 13.x or 2.x of the software.

I can't seem to identify where to download an upgrade from 12.x to 13.x as it is not listed in the matrix below:

Logitech WebCam Software Matrix

[wright1968]

One additional note...  my specific version of Logitech Webcam Software is 12.10.1113. 

Hash:  {987FE247-4E69-4A2E-A961-D14F901FDBF6}

[KachiWachi Distinguished Logi Legend]

---

wright1968 sez -

I can't seem to identify where to download an upgrade from 12.x to 13.x as it is not listed in the matrix below:

Logitech WebCam Software Matrix

---

P/N: 861306
M/N: V-UAX16
USB\VID_046D&PID_08CE ; Zinc2 - Pro 5000 (UVC)
QuickCam 10.x/11.x/12.x


Unfortunately, software support for this camera ended with LWS 1.10.1113 (a.k.a. QuickCam 12.10.1113).



Thanks.

[wright1968]

So I should stick with my original premise and take my business elsehwere?

[KachiWachi Distinguished Logi Legend]

---

wright1968 asks -

So I should stick with my original premise and take my business elsehwere?

---

Personally, I would temporarily (or permanently, as required) disable the Logitech Process Monitior service, as mentioned in the following two posts:

http://forums.logitech.com/t5/Webcams/Temp-Folder-installation-LVPrcInj01-dll/m-p/323837#M59642

http://forums.logitech.com/t5/Webcams/Temp-Folder-installation-LVPrcInj01-dll/m-p/331970#M61274



Thanks.

[wright1968]

I had seen that post with that suggestion, but it disables the features of the software that we use (particularly the privacy screen).  Disabling the software this way may avoid the problem, but it doesn't solve the issue.  It is the virtual equivalent of going to the doctor to say "My arm hurts when I do this..." and the doctor suggests...  "...don't do that anymore."  It's not really helpful.

I find it very interesting to read some of the responses to Geepers post, in particular...  most technicians agree that persisting an entry in PendingFileRenameOperations is NEVER acceptable.  Instead of admitting that and creating a fix, Logitech seems insistant on standing by their code, and telling people that if they don't like it , they can disable the software.

[KachiWachi Distinguished Logi Legend]

---

wright1968 sez -

I find it very interesting to read some of the responses to Geepers post, in particular...  most technicians agree that persisting an entry in PendingFileRenameOperations is NEVER acceptable.  Instead of admitting that and creating a fix, Logitech seems insistant on standing by their code, and telling people that if they don't like it , they can disable the software.

---

Unfortunately, as I mentioned earlier in this thread, to the best of my knowledge, software support and development for this camera (and for LWS 1.x in general) has ended.


Please contact Logitech Support directly if you require further assistance with this issue.



Thanks.