*SOLVED* 7320 Firmware Update Failure via Lens

[munzy3]

HP won't let me update the original thread, so I am creating a new one in hopes it will help folks with the firmware update issue. If someone can merge this with the original thread located here: https://h30434.www3.hp.com/t5/DECT-Wireless-Headsets/7320-Firmware-Update-Failure-via-Lens/td-p/9429... it would be appreciated. 

I wanted to let you all know that I fixed the ffff.ffff.ffff.ffff firmware issue using the latest version of HP lens and following procedure: (This should also work for Poly Lens)

1. go to https://lens.poly.com/manage/software-versions and download the latest FW bundle for your headset. It will be in a zip file format. Don't extract it. 

2. power on the headset and verify that it is connected to the dongle wirelessly. It will show up in HP Lens as FW FFFF.FFFF.FFFF.FFFF

3. I am unsure if it is necessary, but I happened to be streaming music through the headset to make sure the connection to the dongle remained active. 

4. While leaving the USB dongle connected to the computer, locate a USB-C cable and plug the headset directly into the computer. 

5. Wait for the HP Lens application to display the new headset on the devices page. Note the headset will now show connected to the computer twice. 

6.  Click on the new headset, click "Resources" -> "Device Support" -> and click the "Upload Custom Software" button.  When the dialog box opens, drag and drop the zip file obtained in step 1 into the dialog to begin the firmware update process. 

7. wait patiently for the update process to complete.

8. Once done, power the headset off, unplug the USB C cable, and unplug the dongle. 

9. Power on the headset and plug the dongle back into the computer. Verify in the HP lens app that the firmware no longer shows all Fs. 

[bb_poly]

I started that original thread. So I was VERY excited to attempt this myself. While docked, there is no option to upgrade the firmware because HP/Poly Studio shows this:

But if I undock the headset and plug it in with a USB cable directly, as @Munzy3 suggested, I get this:

Yay!

So I tried to upload the most current firmware:

Booo!

So I tried the two versions prior to that as well. Same outcome. 

Are you kidding me? This has been an ASTOUNDING demonstration of poor support by HP/Poly. 

Munzy3 - I'm so glad this worked for you!

Anyone else have success with this or any other methods?

[munzy3]

Hey @BB_poly, I'm glad you found the post! I'm sorry that didn't work. Do you think you can share the logs with me right after the flashing over wired fails? I'd like to look at them. In my case, when I plugged in the headset over USB, the firmware version changed from all f's to a normal headset firmware version. This could be the missing piece. 

Something else you can try:

Flash the firmware over USB like you did. When it fails, disconnect he headset from the computer, and power cycle it with the on/off switch. Then reconnect it to the computer and try again. 

[bb_poly]

I had already done the disconnect/power off/power on/reconnect/retry cycle. No difference. 

Which of the logs is it that you need. The whole bundle is probably not of interest.

[munzy3]

poly-studio-logs.zip\application-logs\AppDataLocal\PolyStudio\Logs

poly-studio-logs.zip\application-logs\ProgramData\Logs\Clockwork -- the most recent should do

[bb_poly]

I'm not seeing any means to attach a file. Here's a section that shows it still sees the firmware improperly:

2026-04-30T13:57:46.616Z|DBUG|14176|PolyBus|LegacyExtension.cpp:350|-| ExtensionLegacy::ReaderThread read result=0 message: {"command":"DEVICELIST","error_desc":"","list":[{"Bladerunner Address":"","Set ID":"ffff.ffff.ffff.ffff","build_code":"M/C514GB1","canBePrimary":true,"device_encryption":-1,"device_id":"2490765436","device_state":"on-line","firmware_version":"ffff.ffff.ffff.ffff","firmware_versions_list":"{\"base\":\"\",\"bluetooth\":\"\",\"camera\":\"\",\"headset\":\"1054\",\"pic\":\"0315\",\"setId\":\"ffff.ffff.ffff.ffff\",\"tuning\":\"3038\",\"usb\":\"1071\"}","hasChargeCase":false,"headset_pid":"44285","interface_path":"","is_language_dfu_forbidden":false,"manufacturer":"Plantronics","parentDevice_id":"","product_id":"44072","product_name":"Poly Savi 7300 Office Series","product_version":"1071","serial_number":"BB55BA4BC4F94592A11DFB7B6C1AA2C5","serial_number_tattoo":"S/N3C929X","vendor_id":"1151"},{"Bladerunner Address":"","Set ID":"ffff.ffff.ffff.ffff","build_code":"M/C514GB1","canBePrimary":false,"device_encryption":-1,"device_id":"3881096177","device_state":"on-line","firmware_version":"ffff.ffff.ffff.ffff","firmware_versions_list":"{\"base\":\"\",\"bluetooth\":\"\",\"camera\":\"\",\"headset\":\"1054\",\"pic\":\"\",\"setId\":\"ffff.ffff.ffff.ffff\",\"tuning\":\"3038\",\"usb\":\"1054\"}","hasChargeCase":false,"headset_pid":"","interface_path":"","is_language_dfu_forbidden":false,"manufacturer":"Plantronics","parentDevice_id":"","product_id":"44285","product_name":"W7320T","product_version":"1054","serial_number":"1AA96B69E7C44D3EA3D5BCF1912C8F12","serial_number_tattoo":"S/N3C92E6","vendor_id":"1151"}],"request_id":1701,"successful":true}

2026-04-30T13:57:46.616Z|DBUG|14176|PolyBus|LegacyExtension.cpp:360|-| ExtensionLegacy::Received message from LH {

"command": "DEVICELIST",

"error_desc": "",

"list": [

{

"Bladerunner Address": "",

"Set ID": "ffff.ffff.ffff.ffff",

"build_code": "M/C514GB1",

"canBePrimary": true,

"device_encryption": -1,

"device_id": "2490765436",

"device_state": "on-line",

"firmware_version": "ffff.ffff.ffff.ffff",

"firmware_versions_list": "{\"base\":\"\",\"bluetooth\":\"\",\"camera\":\"\",\"headset\":\"1054\",\"pic\":\"0315\",\"setId\":\"ffff.ffff.ffff.ffff\",\"tuning\":\"3038\",\"usb\":\"1071\"}",

"hasChargeCase": false,

"headset_pid": "44285",

"interface_path": "",

"is_language_dfu_forbidden": false,

"manufacturer": "Plantronics",

"parentDevice_id": "",

"product_id": "44072",

"product_name": "Poly Savi 7300 Office Series",

"product_version": "1071",

"serial_number": "BB55BA4BC4F94592A11DFB7B6C1AA2C5",

"serial_number_tattoo": "S/N3C929X",

"vendor_id": "1151"

},

{

"Bladerunner Address": "",

"Set ID": "ffff.ffff.ffff.ffff",

"build_code": "M/C514GB1",

"canBePrimary": false,

"device_encryption": -1,

"device_id": "3881096177",

"device_state": "on-line",

"firmware_version": "ffff.ffff.ffff.ffff",

"firmware_versions_list": "{\"base\":\"\",\"bluetooth\":\"\",\"camera\":\"\",\"headset\":\"1054\",\"pic\":\"\",\"setId\":\"ffff.ffff.ffff.ffff\",\"tuning\":\"3038\",\"usb\":\"1054\"}",

"hasChargeCase": false,

"headset_pid": "",

"interface_path": "",

"is_language_dfu_forbidden": false,

"manufacturer": "Plantronics",

"parentDevice_id": "",

"product_id": "44285",

"product_name": "W7320T",

"product_version": "1054",

"serial_number": "1AA96B69E7C44D3EA3D5BCF1912C8F12",

"serial_number_tattoo": "S/N3C92E6",

"vendor_id": "1151"

}

],

"request_id": 1701,

"successful": true

}

[munzy3]

I didn't realize that files can't be directly attached. The area of the logs I am interested in are around the DFU process. I can see in my logs it was indeed reporting the SetID as ffff.ffff.ffff.ffff and then switched after processing the update. 

If you want to go to www.dropbox.com/tansfer you can sign up for free, upload the zip file of the logs, and send the link. 

Based on what I see in your snippet, I think there is a mismatch in the firmware between what the USB dongle is using and what firmware the device is using.  In your case, make sure you use the file "P99998-001-SAVI7300UC-PIDAB07-V21.1.11.12-PUBLISH_FILE.zip" as this appears to match the firmware that is already on the dongle. 

I would try to repeat the update process with the USB dongle unplugged and see if it is successful. If not, try to check the DFU portions of the logs and see if there is an obvious failure. 

[bb_poly]

Yeah. That's the ironic part. I'm not using the dongle at all. Never have. I have the docking base station. That's it. So, by definition, I've already tried without the dongle. I've also tried without the base station plugged in. DFU fails regardless of the firmware version I try. This is the most common error I see:

"error_desc": "Failed to send request to native part!",

There are a lot of USB devices on this system and the logs are bloated as a result. I've tried this on a "less connected" system, but have the same results. I may try to upload my logs from that other system, but I don't think you'll find much. 

For reference, I've tried these three firmware versions with no change in the experience:

Which is to say that I have tried the version you called out. No dice. But all of those came from the 7320 device page on Lens. So any of them "should" work. But, the dreaded ffff firmware is still likely breaking it. 

[munzy3]

Interesting! That may be the difference. What model docking base station do you have? 

[bb_poly]

I'm using a SAVI 7300 Office. But that shouldn't make any difference when I plug the headset in directly to the computer. Or a separate computer entirely. Specifically, I'm using a 7320:

HP Poly Savi 7300 Office Series - Wireless DECT Headset | HP® Official Site

And, I suspect that if I call support(and this device is covered), that they will just replace it again, which is just wrong on so many levels.