Download links for Poly(com) products are either very difficult of impossible to find

[Ai-]

I am currently struggling to identify and find proper support for my Polycom products. The support page that requires typing in a serial number, does not identify any of my Polycom products so I am at a loss.

The few community pages that make a reference to support direct to the old poly support page, which redirects back to hp support that leads nowhere, mainly in the case of EagleEye Director II.

Can anybody provide actual links to polycom firmware links (including previous versions) and support pages for:

- EagleEye Director II

- EagleEye Producer

- RealPresence Group 500

- RealPresence Group 310

[SteffenBaierUK]

Hello @Ai- ,

welcome to the HP Poly community. The old Poly / Polycom community was run by Volunteers. The HP Poly community is mainly run by volunteers as well. We do all of this in our spare time.

If you find a link to a no longer existing page please share these.

Regarding the move to HP from Poly support please see the publicly available FAQ post that "should" be read before posting:

• Jan 06, 2023 Question: Since the move from Poly to HP where can I download Software?
  Resolution: Please see >here< for an explanation and create an Account for Poly Lens in the cloud

If you still struggle for individual software, and no other volunteer replies, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Ai-]

@Steffen This does not help. The products I've indicated are not visible through Poly Lens. I find this to be artificially complicated when it should be easy.

I need a link to a page that contains this information, the fact that I have to create two separate accounts (one for HP and one of Poly Lens) to get support for one product should already tell you that there is an issue with the process. Similarily going to contact a human for something that can be directly downloaded is again an overkill.

Las but not least, the chat does not work on the HP site, not so great service. 

[SteffenBaierUK]

Hello @Ai- 

as stated I am just a volunteer that answers in my spare time. I am not involved in any of the decisions or the move from Poly support to HP support.

GroupSeries:

• https://support.hp.com/gb-en/drivers/group-500-series/2101769594
• https://support.hp.com/gb-en/drivers/group-300-series/2101769358

For EagleEye producer or Director I only have the URL but no Software Disclaimer so I cannot share as these would be downloaded directly.

I make the team that deals with this aware. For now, please try and open a ticket.

Best regards

Steffen Baier

[Ai-]

@Steffen unfortunately contacting HP does not seem to work anymore. The chat option does not work, the email option does not work (the formally working email address now returns an unmonitored account autoreply), nobody answers the phone (I keep getting in a loop with the robot), the community forum seems to be the only option that does something.

I have been trying to get this solved for weeks now (via chats that turned into pointless emails), so I am almost at the point of trashing all these products that have no support at all apparently and moving to something else. This is beyond unacceptable.

[SteffenBaierUK]

Hello @Ai- 

I provided download links for currently supported software versions for 50% of the links asked for.

I am checking with the team if I can supply the other 50%. As an example, the GroupSeries 300 is End of Life.

Once I get the feedback for the rest I will share it if I can.

In regards to historic older software, I am unaware where you could get this.

Best regards

Steffen Baier

[SteffenBaierUK]

Hello @Ai- 

please check >here<

Best Regards

Steffen Baier