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‎02-11-2025 03:48 AM

HP Recommended
Product: poly
Operating System: Microsoft Windows 11

Starting today we have been experiencing the following error message when trying to download the Poly Lens Desktop Application in our company:

Reif_MP_0-1739270530018.png

This text appears on an otherwise empty website .


We just use this link:

https://www.hp.com/us-en/poly/software-and-services/software/poly-lens/app.html

 

And try to download it via the "Get the Desktop App" Section and then under Windows. Clicking that, opens the described website.

 

The reason for me trying to download it again, instead of updating it via the already existing Poly lens (not poly lens desktop) App, is that it is not working either. It doesn't even start the Update process if tried that way.

And since we supposedly have been blocked as the message says, there is now no way for me to install Poly Lens Desktop on those Clients.



5 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-11-2025 05:57 AM

HP Recommended

Hello @Reif_MP ,

 

can you access Poly Lens and download it from there?

SteffenBaierUK_0-1739278614929.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

View solution in original post

1 person found this reply helpful
Was this reply helpful? Yes No
9 REPLIES 9

‎02-11-2025 04:44 AM

HP Recommended

Hello @Reif_MP ,

 

Welcome to the HP Poly community.

 

I can replicate this and logged this with the right team. I get back once I know more.

 

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

‎02-11-2025 05:57 AM

HP Recommended

Hello @Reif_MP ,

 

can you access Poly Lens and download it from there?

SteffenBaierUK_0-1739278614929.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
1 person found this reply helpful
Was this reply helpful? Yes No

‎02-11-2025 06:05 AM

HP Recommended

Hello Steffen,

 

first off thanks for the quick replies.

 

Yes, I can download the installer with that link. I just tested the prior way aswell and it seems that one works again too. I no longer receive the message that I "have been blocked".

 

Thank you very much!

Was this reply helpful? Yes No

‎02-11-2025 08:19 AM

HP Recommended

I would like to correct myself as I just tried it on the Client that was first experiencing the issue. It still says that I have been blocked there when I use the link I mentioned in my previous post.

 

Testing it on my PC now the same message appears here again.

 

I can however download it the way you told me, where I have to log in with my account here by using the other link you provided me. So its not a huge issue but a minor inconvenience considering I'd always need to get the software from my computer.

Was this reply helpful? Yes No

‎02-11-2025 11:31 AM

HP Recommended

This is not a solution, but merely a workaround. I can't go around to every single conference room in all of our buildings and manually download it and login, they need to be able to access it automatically and update themselves through the app like they have always done. Is the team at HP or Poly still actively looking into resolving this issue? We have thousands of machines that this has become an issue for.

Was this reply helpful? Yes No

‎02-11-2025 12:10 PM

HP Recommended

Hi @Reif_MP Welcome to Poly HP Support Community.  
 
Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

 

Regards,

Salman

Was this reply helpful? Yes No

‎02-12-2025 12:31 AM

HP Recommended
@musicmansell wrote:

This is not a solution, but merely a workaround. I can't go around to every single conference room in all of our buildings and manually download it and login, they need to be able to access it automatically and update themselves through the app like they have always done. Is the team at HP or Poly still actively looking into resolving this issue? We have thousands of machines that this has become an issue for.

Hello @musicmansell ,

 

Welcome to the HP Poly community.

 

The HP Poly Community is not a replacement for the HP Poly support infrastructure and we are all just volunteers who want to help others.

 

If you have an issue and things are no longer working please open a support ticket. Details are in my signature. 

 

Or use the Lens Mopinion Bug https://lens.poly.com/appfeedback

 

From initial feedback the team around Lens has made some changes so please verify this before opening a ticket or use Lens App 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

‎02-12-2025 09:30 AM

HP Recommended

Hi Steffen,

 

Thanks for the response. I have created a ticket with Poly and confirmed they are aware of the issue. They have told me their engineers are working on it and hope to resolve within 24-48 hours.

Was this reply helpful? Yes No

‎02-25-2025 08:56 AM

HP Recommended

Thank you!  This was driving me crazy.

Was this reply helpful? Yes No
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