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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
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‎02-15-2024 07:21 AM

HP Recommended
Product: Studio USB

We have had our Studio USB unplugged for some time due building works. Plugged it back in and the light on the front is flashing amber which indicates it requires a firmware update. Did this through Poly Lens and as soon as it was complete the Studio USB then went into Recovery Mode.

Tried to recover in Poly Lens but fails every time and unable to download reports or crash reports. 

Factory reset the Studio USB by unplugging the power, pressing and holding the reset button and plugging power back in.

The device resets but goes back into recovery mode. 

Please can anyone help?

Tags (1)
2 REPLIES 2

‎02-15-2024 07:36 AM

HP Recommended

Hello @JamieCommhoist ,

 

welcome to the HP Poly community.

 

You have posted in an incorrect section and a volunteer has moved your post. It has been moved to a section that is more suitable for you.

 

Check if these PC's (assuming they are PC's) have the PolyStudioWindowsUpdateService in Services:

SteffenBaierUK_0-1708007704892.png

 

I would suggest to stop this as this may interfere with the DFU process.

 

Then just use Poly Lens Desktop to recover the camera.

 

Should this fail use the old Companion app >here< 

 

 

Other volunteers may reply but if you need urgent help please work with our support organization in your region. Details on how to contact us 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.

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‎02-15-2024 08:17 AM - edited ‎02-15-2024 08:29 AM

HP Recommended

Hi, 
Apologies for posting in the wrong section and thank you for moving it to the correct one.
Didn't have PolyStudioWindowsUpdateService but had PolyP15WindowsUpdateService which I disabled but no joy with recovering within Poly Lens. 
Downloaded/Installed Polycom Companion app, the app recognises the Polycom Studio device and lets me download the newest update (New Version : 1.5.0.000896) but when installing, it is sticking at 99% and has been for 30mins. 

Regards,

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