Logitech tells me High Sierra is incompatible with its top of the range Brio HD 4K webcam

Question

Level 1

21 points

Logitech tells me High Sierra is incompatible with its top of the range Brio HD 4K webcam

I have a Brio for my Macbook when it's docked to an external screen. Weirdly, approximately the rightmost 10% of its field of capture is transposed to the left.

I complained, obviously. Logitech says:

"... I understand you are having both a dissatisfactory experience on Mac with BRIO. ... The next camera in line is the C930e. If you’d like to try one out, I might be able to work that out for you. All BRIOs would have this issue, but we have isolated the problem and reported it to Apple. The fix lies in changes made to the OS in the latest release."

And sure enough, when I return to their BRIO product page, it now restricts the BRIO's system requirements to Windows.

Anyone else getting this? Any comment anywhere from Apple?

MacBook Pro with Retina display, macOS High Sierra (10.13.2)

Posted on Mar 9, 2018 12:33 PM

Reply

Answer 1

Mar 9, 2018 1:09 PM in response to psheldrake

Logitech still shows this camera compatible with “macOS 10.10 or higher” on their website, as of a few minutes ago (2018-03-09 16:00). Same as their product PDF literature from Feb. 2017. The C930e camera is a much older camera, and they do have a Mac App Store application to control its features.

I continue to use my Logitech C920, as it just works. It does not surprise me that Logitech pointed their finger at Apple, just to get rid of you. They always do.

You still show that you are running 10.13.2 in your profile. Have you upgraded to all of the 10.13.3 updates, and revisited this camera's compatibility? If you are 100% current with 10.13.3, and the problem with this camera persists, then send the Apple macOS team feedback.

This is a open, user-to-user support community. Apple product teams neither read nor participate here.

Reply

Answer 2

Kurt Lang

Level 9

57,804 points

Mar 9, 2018 12:59 PM in response to psheldrake

What they're saying, without saying it, is the drivers and software necessary to use the webcam haven't been, and won't be updated so the device works properly in High Sierra.

Their solution? Buy another camera from us, of course! "The next camera in line is the C930e."

In other words, forced obsolescence.

Reply

Answer 3

psheldrake Author

Level 1

21 points

Mar 10, 2018 7:22 AM in response to psheldrake

Latest from Logitech.

Our tech team has identified that the issue occurs with 10.13.2 version and above. 10.13.1 works well.

We have also identified that the issue only impacts cameras with 4K embedded. We currently have BRIO and another huddle room solution both impacted — but we’ve also found that it’s not consistent in that some apps and / or systems seem to work fine. Not all environments exhibit the same behavior. However, another BRIO is likely to exhibit the same behavior in your environment, which is what I meant to say.

Mac provides the driver software for webcams natively in the OS through Universal Video Class. We therefore need to work with Apple to get this resolved. It’s not a great answer, but it’s where we are right now.

and then

Since my earlier email, it’s possible that there might be a fix in 10.13.3, but we need to verify if this is the case. Let’s wait till our team verifies early next week, and we can go from there.

Reply

Answer 4

Kurt Lang

Level 9

57,804 points

Mar 10, 2018 9:30 AM in response to VikingOSX

That would explain why they're hoping there was a fix in 10.3.3 to communicate with the device. I presume that means the only other fix would be for Logitech to release a firmware update, if it's even possible to install one on the camera.

Reply

Answer 5

Kurt Lang

Level 9

57,804 points

Mar 9, 2018 1:15 PM in response to VikingOSX

It does not surprise me that Logitech pointed their finger at Apple, just to get rid of you. They always do.

That doesn't surprise me at all. I love their mice, but will not use their drivers.

Reply

Answer 6

Mar 10, 2018 8:19 AM in response to Kurt Lang

My c920 Logitech camera (1080p) does not install drivers, but rather depends on the USB support within macOS. Same drill for the Brio 4K camera.

Reply

Logitech tells me High Sierra is incompatible with its top of the range Brio HD 4K webcam

Similar questions