7320 Firmware Update Failure via Lens

[bb_poly]

Hi Bluetoo,

Yes, I've received it. However, the new headset fails in the same way as the old headset. Which is maddening. I may see if I can downgrade to 1069 as well.

[WeeJavaDudeWork]

I have the same issue.  The same failure trying to upgrade and it just happened recently.   Headset seem fine it just want update.   Can you guys add something to reset the SetId if that is the issue.  I don't want to go through the constant nagging of an update that I can say skip it.  I have not tried a factory reset but from what I am reading so Far is I see some good feedback from customers and horrible support given canned answers.   This should be sent to the software team and a solution allowing this to be fixed in the field should be provided.   Great work from the folks pointing out the issue and I agree that it is most likely caused by version.  I actually have two different poly headsets.  Going to check to see if my other has a SetId and what it is.  There is a customer Software update button, thought that might be helpful but I can't find anywhere were the software to update is located.   

[WeeJavaDudeWork]

I checked my 8210 and the SetId is


Here is my Screen Capture for my 8210.   SetId is a version.   For my 7310 it is all FFFFs.   Being in tech.. that feels like something was clobbered and set all bits to 1111.   So my suggest is either fix Poly Lens to handle this case or provide a reset SetId button.. 

I have not personally tried resetting my device.. I will do that tomorrow when I get back into my office.

 

[Bluetoo]

There is clearly something wrong with the 1071 update. The issue is it goofs up the SetId and then continues to think there is an update needed. Every time it tries to update it then fails. I had to manually downgrade back to 1069. It is just as annoying though as I get prompts every ten minutes to update to 1071. There was a support person on this chat at one point. I'm not sure if they are still monitoring, but it needs to be reported. 

[WeeJavaDudeWork]

I agree 100% and it seems for me to have surfaced recently but that may just be a coincidence.  Hopefully someone is looking as we can't be the only ones that have hit it and yes it is annoying.    Guess one "workaround" would be to keep your headset unplugged when not in use, but that is not a 100% work around and could be not convenient for a lot of people. 

[bb_poly]

I think that firmware version is screwed up. It blows out the SetId info for some reason, and then you are stuck. I'm also finding that it picks terrible times to prompt for an update(which, as we've stated, cannot be completed), like when a call is coming in. And you cannot accept the inbound call until you acknowledge that prompt. And the prompt appears twice! For every call! Terribly frustrating when all you want to do is answer a call, but the headset demands attention first, and repeats the demand to make you meant to dismiss it:

[bb_poly]

Oh, and once in this state, I cannot down-rev the firmware either:

I've tried:

21.1.6.2

21.1.7.1

21.1.9.1 <- this is the one that broke it. 

Probably for the same reason it cannot be upgraded:

[WeeJavaDudeWork]

Tried to factory reset with not success still at the same version and the ffff is still there 😞  

[WeeJavaDudeWork]

Reached out to Support and it appears we need an update to poly lens and they are aware of the issue and are working on it so I would not suggesting trying to get replacement

"We have documented this issue, and please note that it is not related to the device or the headset itself. This is a known bug with the Poly Lens application, which has already been reported. Our engineering team is actively working on a fix. We recommend waiting for the next Poly Lens app update, which will resolve this bug where the application attempts to update the current firmware but fails, displaying ffff instead of the correct version."

So at this point it appears that waiting is the only option.    I did not ask for an ETA as usually those are not true. 

[JasonS2]

I also have exactly the same issues everyone else is describing here. I’m looking forward to seeing whether it is fixed in a future Lens update.