BT700 firmware upgrade from 4724 to 5014 fails

[PJ218]

currently trying to update the firmware on the BT700 supplied with my headset, current SW is 0.0.1122.4724 available 0.0.1315.5014

I can click the update button (after reinstalling poly lens)

but after a period time I get a red banner saying update failed.

headset updated find via the app.

[M_Salman]

Hello @PJ218, welcome to the HP Poly Support Community.

Thanks for reaching out about your query regarding the Poly device.

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful!

To help us get started on resolving your issue, could you please let me know the make and model of the Poly headset so that I can assist you further?

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[PJ218]

i don't understand why the headset details are important, especially as the bt700 needs to be updated when the phone is disconnected.

But if it helps, Poly v4320 teams edition 

[M_Salman · Accepted solution]

Thank you for the information @PJ218 

I’m sorry to hear about the difficulty you’re experiencing with the BT700 firmware update. I understand how important it is to have your device functioning smoothly, and I’m here to help.
 

Please begin by powering off your headset and ensuring that no other device is connected to the BT700 that may be attempting a firmware update. If the issue continues, you can manually download the latest firmware from lens.poly.com. After downloading, go to Manage > Software Version, search for BT700, and download the most recent firmware.
 

Once the download is complete, connect the BT700 and open the Poly Lens application. Navigate to Support > Device Info and Logs > Customer Software Update, then click on Update. A window will appear, allowing you to select the firmware file you downloaded. After selecting it, the update process should begin.

If the issue still persists, kindly try a different PC, if possible, to isolate the issue.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

@PJ218, A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Thanks again for your confirmation, and we wish you an amazing day ahead!

Regards,

Salman