My screen is freezing and bluetooth is not working - PolyStudio P009

[BrunaRPAC]

We bought the equipamet in July and the screen is freezing during de meet - we tried Google Meet and Teams.

And the Bluetooth is not working, when I press the bluetooth button on remote control the bar does not gets blue and the equipament is not located on notebook. 

[M_Salman]

Hello @BrunaRPAC, welcome to the HP Poly Support Community.

Sorry to hear you're running into issues— totally understand how important it is to have your device working smoothly,

Here are a few steps you can try to troubleshoot the issue:
 

1. Update the Firmware
   Use the Poly Lens application to check for and install the latest firmware updates.
2. Try a Different USB Port or PC
   Sometimes the issue may be related to a specific USB port or the host device. Connecting the P009 to a different USB port or another computer can help rule that out.
3. Perform a Factory Reset
   You can reset the device by following the instructions in the user guide (page 30). A reset often resolves persistent issues.
4. Re-pair Bluetooth
   Once the reset is complete, try pairing the device with Bluetooth again to see if that resolves the issue.
   
   User guide link : Poly Studio USB User Guide

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  @BrunaRPAC,
 

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]

@BrunaRPAC,  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

[Meghana_10]

@BrunaRPAC 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,
Meghana