Savi 8420 software updates failing

[Davide54]

Hi,

I'm trying to use Poly lens to update the software on my Savi 8420, The base is connected via USB, and is detected by Poly Lens. When I click the Update button, it thinks for a while and then says that the update has failed.

I downloaded the update files from the Lens site and used the app to try and upload them, with the same result. I tried this with every version available on the Lens site, with the same result.

Does anyone have any guidance on how I might proceed?

[M_Salman · Accepted solution]

Hi @Davide54, Welcome to Poly HP Support Community.
 
I'm sorry to hear you're experiencing issues with the firmware update on your Savi 8420 headset. I completely understand how important it is for your headset to function reliably, especially when it's part of your daily workflow.
 

To help resolve the issue, please try the following troubleshooting steps:
 

1. Uninstall and reinstall the Poly Lens application, making sure to run the installation in administrator mode. Then, attempt the firmware update again.
2. If the issue persists, please try updating the firmware on a different PC, if one is available.

If the issue still persists, I would request you contact our HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link.
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

[Davide54]

Hi Salman, thankyou for your help.

While reinstalling Lens on the same machine didn't fix the issue, I was able to successfully update the headset software once I installed Lens on a machine that I had admin priv on that also had unfettered internet access (my personal laptop..)

I might lodge a ticket with HP Support anyway, because this isn't really a viable solution for our customer that I'm trialing this headset for - they do not have admin priv or unfettered internet access in their environment.

Thanks again!

[M_Salman]

Thank you for the information, @Davide54.

You can absolutely still raise a support ticket if you'd like to have the issue formally reviewed. However, since you mentioned that the issue was resolved after installing Poly Lens in admin mode, it’s possible that the root cause was related to system policies or restrictions set by your organization's IT team.

To ensure smooth functionality moving forward, we recommend checking with your IT support team to see if any restrictions or policies might be affecting the installation or operation of Poly Lens. If such restrictions are in place, they may be able to adjust or remove them to prevent similar issues in the future.

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