7320 Firmware Update Failure via Lens

[bb_poly]

Hello community. Wondering if anyone knows how to recover from this. 

I have a 7320 that I was trying to update via Lens. The Lens version I am using is 2.2.0.3547. For some reason the update hung and I had to kill/restart the process and/or the machine. I don't completely recall as this was a week or two ago. Anyway, while the headset still functions. it can no longer update the firmware. I tried:

1. Factory Reset

2. Uninstall/Reinstall Lens

3. Manual update via Custom Software Update with older firmware versions downloaded from the Lens portal

The issue appears to be that the SetId information now seems invalid. It now reports as ffff.ffff.ffff.ffff. Now, when any firmware update is attempted, it just fails immediately; likely because the update can't confirm if they apply to this device or not. Is there any "nuclear reset" that would take this all the way back to the original firmware/configuration? Like it seems that it needs "more" than a factory reset at this point. Is there a way to rewrite the SetId, or perhaps tell the firmware upgrade to ignore the set id and install anyway? 

This is what I see in Device Info:

USB:	Version 1071
Tuning:	Version 3038
PIC:	Version 0315
Headset:	Version 1054
SetId:	Version ffff.ffff.ffff.ffff

[M_Salman]

Hi @bb_poly, Welcome to Poly HP Support Community.

It looks like this may need direct support from our technical team. I encourage you to contact HP Support, where our engineers can take a closer look and help sort it out and escalate the case. You’ll find the contact link below.
https://support.hp.com/us-en/poly 
 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[bb_poly]

Yeah. I pursued that option. They had nothing of value to contribute beyond what I had already done. The device is under warranty, but it sure seems like replacing the unit is an overly heavy solution. It results in unnecessary waste as the headset seems fine apart from the inability to update it. So, I was hoping there was something like a secondary type of refresh, sort of like Poly Studios, where you could reboot and run the "Last Known Good" firmware version. If that's not possible then I'll proceed with the replacement of the unit. 

[execujan]

Hi, had the same issue. For me it worked to uninstall Poly Lens, download a new installer and reinstall it. 

Maybe it will help someone 🙂

[bb_poly]

Yeah. Thanks. I do hope it helps someone. Unfortunately for me, that didn't help when I tried it.

[Bluetoo]

I have the same issue with my headset. Support was no help. Mine isn't under warranty, so a replacement isn't an option, but I don't think that is the fix. It appears to be an issue with the update or combo of the update and Poly Lens. I downgraded back to 1069 and it is fine, but continues to bug me to update back to 1071. I have tired all the steps, reset to factory, uninstalled and reinstalled Poly Lens. I even tried going back to Plantronics Hub, but since it is EOL, that was no help. Hopefully support can figure out what the issue is or release a newer update.  

[M_Salman]

Thank you for your response. @Bluetoo 
 

Thank you for your post. We're glad to hear you've found an alternative solution in the meantime. Please rest assured that our team is actively working on this issue, and we aim to resolve it as soon as possible—potentially in the next firmware update. We appreciate your patience and understanding

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[bb_poly]

Support replaced my headset, but that just seems unnecessary. Here's what I'm seeing:

But if I go to Support / Device Info & Logs, I see this:

See the highlight? I think that's the issue. When _any_ firmware tries to run it probably verifies that the firmware is applicable to a specific device. That makes sense. Except in this case. I need it to run no matter what it "thinks" it is applying to. If I try to apply older versions of firmware downloaded from Lens, I just get this:

And then I just end right back up at the point where I started. Basically, if firmware fails mid-update for any reason, mine hung and had to be forcibly quit, it effectively breaks any future firmware updates. So, at least with this specific headset, I'm stuck. 

[M_Salman]

Thank you for your response. @bb_poly

Thank you for sharing the screenshot. Based on the details provided, I can confirm that your headset is already running the latest firmware version, 1071.1054.3038 (also referred to as 1071), as of February 5, 2025.
 

It’s possible that the update notification you're seeing is due to a temporary glitch in the Poly Lens application. To help resolve this, I recommend the following steps:

Reinstall the Poly Lens application—this can often resolve minor software issues or display errors.
 

If feasible, try connecting the device to a different PC and check the Poly Lens application to see if it shows any firmware updates available for the headset. This will help isolate whether the issue is specific to your current system or environment.
 

Additionally, you can cross-verify the latest available firmware by visiting lens.poly.com. After logging in, navigate to the "Manage" section, then go to "Firmware Version" and search for your device by name to confirm the most up-to-date firmware version.

And please do not add any personal information, case number, or serial number on the Community page, as it is a public forum. 

 I hope this helps! Keep me posted for further assistance. If you find the information provided useful or it solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman