Poly Studio USB and MAC OS SONOMA 14.1

fdiazv · ‎02-01-2024

Hi.

A customer is trying to conect a Poly Studio USB in a MAC OS SONOMA 14.1 but it does not recognize the device.

Is it compatible with it? If so, Where can I find the driver?

Thanks in advance.

Fer

SteffenBaierUK · ‎02-01-2024

Hello @fdiazv ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come.

Please do not simply edit the original post but reply with the versions.

Is this a brand new device? Was this connected to a different device originally? I just tested this quickly using a MacBook Pro M1 with Sonoma and running the Poly Studio USB 2.1.1 using a aftermarket USB C ti USB C cable with no issues.

I would suggest you get enough details as possible for us volunteers to try and help.

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Hokiebarger · ‎03-26-2024

Hi - I have this same issue. I run a Macbook Pro, Sonoma 14.1.1, and Poly Lens 1.3.2.

Poly Lens can see that the R30 is there but can't connect. Apps like Zoom, etc., can also see that the R30 is there but can't connect to the camera. I've connected the R30 via my Thunderbolt dock and directly to the MacBook via the USB-C connector.

How can I get the R30 working in this configuration?

Thanks much-

SteffenBaierUK · ‎03-26-2024

Hello @fdiazv ,

welcome to the HP Poly community.

The original poster was using a Poly Studio USB. Your post is about a Poly Studio R30 which is a different product.

I quickly tested this using a Mac Book running Sonoma 14.4 (23E214)

When I plug the camera via a USB C to C cable directly into my Mac I get:

I allow this and I can use the camera via PhotoBooth

Zoom

or Microsoft Teams

My unit was originally running 2.1.0 but I also upgraded it to 2.1.1

I suggest you check the cabling and if you still have issues contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

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