• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
[FAQ] What kind of support should I expect from the Community for Poly phones, Click here to find out!
Locked

‎08-02-2024 04:10 AM

HP Recommended
Product: Poly Studio USB Video Bar P009

Hi

 

We are using the Poly Studio USB Video Bar P009. I have asked support whether or not this unit supports occupancy data through Poly Lens in the Poly+ and Poly+Enterrprise platform and they confirmed that was the case. 

I can however not see any occupancy data in Poly Lens after i activated a trial for Poly+ Enterprise. 

I have also tried to add some of the units to Ubiqisense to see if data was sent to that platform from the units but still nothing.

Have anyone used this specific unit for occupancy data with success?

 

Best Regards

 

 

9 REPLIES 9

‎08-02-2024 05:48 AM

HP Recommended

Hello @GTCPH ,

 

Welcome to the HP community.

 

Unfortunately, your post does not contain the software version you currently use for your HP Poly product.  Also, what is the application the Poly Studio USB is being used with? Microsoft Teams, Zoom rooms, etc.

 

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.

 

This is stated in the FAQ or the Read 1st section, explaining why this is important.

 

Did you activate this in Lens Desktop?

SteffenBaierUK_0-1722599267556.png

 

 

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎08-05-2024 12:05 AM

HP Recommended

Hello @SteffenBaierUK

 

Sorry about the missing details. 

 

We use firmware version 2.1.2.001179 on all the Poly Studio USB P009 units.

They are alle connected to a Barco Clickshare CX-50. We use the Clickshare units to connect to our PC's.

The meeting software is user specific, but most users use Teams.

 

 

Best Regards

G. Tang

 

Was this reply helpful? Yes No

‎08-05-2024 02:28 AM

HP Recommended

Hello @GTCPH ,

 

Thanks for following up on part of the reply. Did you activate the feature using Poly Lens desktop?

 

If this still fails, and no other volunteer replies, I suggest you 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
Was this reply helpful? Yes No

‎08-08-2024 09:23 AM - edited ‎08-08-2024 09:23 AM

HP Recommended

Hello @SteffenBaierUK

I tried this. That is: connect to a PC with USB cable and enable the feature.

But the units will then loose wifi connection after i remove the USB cable.

I can see that another user have reported the issue with the wifi connection so not a one time fluke.

I got one unit to reestablish wifi connection by turning wifi on/off and reconnect/connect to the PC again several times.

But still no occupancy data. It had turned this off when i accesed the unit in Poly Lens.

And when i tried to reconnect via USB the connection was lost again after disconnecting 🤷‍

Seems like the software is half baked...

Best Regards

 

 

Was this reply helpful? Yes No

‎08-08-2024 09:38 AM

HP Recommended

Hello @GTCPH ,

 

welcome back to the HP Poly community.

 

I just took my Poly Studio USB running 2.1.2, which was last connected to Poly Lens via setting the provisioning settings manually, to Poly Lens Cloud on 08/02/2024

 

I did not use Poly Lens Desktop and once it powered on it connected via my home WiFi to Poly Lens Cloud (I am just a volunteer) with today's date without touching the WiFi Settings.

 

What I can confirm is the participant count is disabled.

 

I suggest you 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
Was this reply helpful? Yes No

‎08-09-2024 02:34 AM

HP Recommended

Hi again

 

Support has been contacted.  Thank you for testing in your end. 

I also tried to see if i could find a way to solve the wifi problem. Tried to pull the power after enabling wifi and participant count. The device then reboots and connects to wifi but have disabled participant count by itself again.

 

Was this reply helpful? Yes No

‎08-09-2024 02:38 AM

HP Recommended

Hello @GTCPH 

 

I am liaising with the product team about this feature and am awaiting their feedback later today concerning the Studio USB submitting this information to Poly Lens Cloud (as I have not seen an option to enable this there).

 

I get back once I get the feedback.

 

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
Was this reply helpful? Yes No

‎08-09-2024 02:55 AM

HP Recommended

Hello @SteffenBaierUK

 

Thank you for that. 

The option only appears in Poly Lens Cloud after it has been activated in Poly Lens Desktop. But it seems to disappear again. 

Screenshot where it appears. This unit is however offline due to the other issue with the units loosing wifi connection after unplugging the USB cable used to enable the feature in Poly Lens Desktop.

GTCPH_0-1723193668301.png

 

Best Regards

 

Was this reply helpful? Yes No

‎08-09-2024 03:01 AM

HP Recommended

Hello @GTCPH 

 

not on my unit running 2.1.2 connected via WiFi

 

SteffenBaierUK_0-1723194051403.png

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
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.