Savi 7310 Update failing

[Wigit]

Trying to update my Savi 7310 from 1046.1034.3038 to 1071.1054.3038.  Using the Poly Lens app on my PC.

Every time I try it says it is downloading and then eventually says update failed.

I tried on another PC and the same thing happened.

[M_Salman]

Hello @Wigit, Welcome to the HP Poly Support Community.

Thank you for reaching out with your query regarding your Poly device.
 

I'm sorry to hear you're experiencing difficulties with your Savi 7310 headset. I completely understand how important it is to have your headset functioning properly, especially when it supports your daily workflow. I appreciate your patience, and I’d be happy to help you troubleshoot this.
 

Please try the following steps and see if they help resolve the issue:

1. Run Poly Lens in Administrator Mode

• If you're using Windows, please try launching the Poly Lens application as an administrator.
• Right-click on the Poly Lens shortcut and select “Run as administrator,” then attempt the firmware update again.

2. Try a Different Operating System (If Available)

• If you're currently using a Windows PC and experiencing issues, try updating the headset on a Mac, if one is available.
• Conversely, if you’re using a Mac, try performing the update on a Windows PC.

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]

Hi @Wigit,
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

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.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @Wigit,

I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[M_Salman]

@Wigit,

Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Salman

[AdamSD20]

Hello,

I have the same issue with a Savi 7320 headset. Brand new, out-of-the-box, with version 1046.1034.3038 and the Lens app trying to update to 1071.1054.3038. 

I have tried it from my Windows desktop, then again with Lens running as Administrator, then from a Mac Studio desktop. 

In all cases, after about 30 seconds, the message "Device update failed" pops up on the screen.

The headset is showing 75% battery, is docked in the crade, the power switch is in the On position, and the headset has not been touched or interacted with in any way during the attempt to update.

[M_Salman]

@Wigit 

We're here to help you tackle that issue you are facing in the device Don't worry, we've got your back!

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.
 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue!

Stay tuned, and thanks for your patience!

Regards,
Salman
 

[AdamSD20]

There's no envelope icon, and when I click the link in your message, I get a page that reads:

You do not have sufficient privileges for this resource or its parent to perform this action.