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The Poly Headsets Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎10-06-2023 10:02 AM

HP Recommended

I cannot download firmware update for BT700. The Mac desktop app notifies me to update it and takes me to a website without any reference to actual download needed. Please help

https://www.

support.poly.com/support/s/article/BT700-Firmware-Release-Notes

9 REPLIES 9

‎10-06-2023 10:05 AM

HP Recommended

Hello @NBC13 ,

 

welcome to the HP Poly community.

 

You have posted in an incorrect section and a volunteer has moved your post. It has been moved to a section more suitable for your request.

 

Have you used the Poly Lens Desktop software as this should download the firmware?

 

Another volunteer may reply but if you need urgent help please work with our support organization in your region. Details on how to contact us are in my signature

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎10-30-2023 02:13 PM

HP Recommended

I can see the update available in the Poly App but I am getting an error when attempting to update:

 

"Software Update Failed Uh oh. We have a problem, The software update didn't successfully complete."

 

Attempting to update from 0.0.550.3389 to 0.0.852.4301

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‎10-31-2023 09:44 AM

HP Recommended

Fixed - please disregard

Was this reply helpful? Yes No

‎10-31-2023 10:04 AM

HP Recommended

Hello @NBC13 ,

 

It may help other users if you share how this was addressed.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎12-07-2023 06:52 AM

HP Recommended

I would be interested in the fix as well, I too am having the same issue with downloading 0.0852.4301 for my BT700.

Was this reply helpful? Yes No

‎12-11-2023 11:17 AM

HP Recommended

Hello NBC13, welcome to the HP Poly community.
I am sorry to hear that you are facing this issue with the Poly BT700.
Could you please try uninstalling the application and reinstalling the app and then connect the BT700 and try updating the firmware?

Regards,
Meghana 

Was this reply helpful? Yes No

‎12-13-2023 11:08 AM

HP Recommended

I am having the same issue with my Poly BT700. I have reinstalled the Poly Lens app, restarted my PC and headset, removed and plugged back in the USB adapter, in as many different combinations as I can think of.

 

The Poly Lens app consistently reports that the BT700 has software version 218, and that there is an update available to 0.0.852.4301. When I try to install this update, the Lens app displays a download bar that progresses as expected, and then a Software Update progress bar that remains at 0%. After a few seconds, the Software Update Failed screen appears. Pressing "Retry" from here just repeats the failing Software Update screen.

Was this reply helpful? Yes No

‎12-13-2023 11:38 AM

HP Recommended

Hello @slughard , @NBC13  and @MattW55 

 

welcome to the HP Poly community. Another user found a documented solution >here<

 

We at HP are aware of the issue and are tracking this via HSFWN-5509 or LENS-16839

 

if the solution from the other post does not work I suggest you contact our Support organization in your region. Details are in my Signature.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
1 person found this reply helpful
Was this reply helpful? Yes No

‎12-14-2023 06:23 AM

HP Recommended

Downloading the original Plantronics Hub has so far proved beneficial.

It would be nice to be notified when the the new Poly Lens issues have been remedied and I can download the newer software.

Thank you, all!

1 person found this reply helpful
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.