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‎03-24-2025 06:58 AM

HP Recommended
Operating System: macOS 12.0 Monterey

I have polylens on my Macbook pro; I got a notification for an update. I was able to download the software package, but when I tried installing, the installer opened and I got a message saying "Lens Desktop for Mac can't be installed on this computer."

I have a Macbook Pro (macOS Sequoia 15.3.2), plenty of memory, and a strong internet connection. I do not know why it is not able to be installed.

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‎03-24-2025 06:59 AM - edited ‎03-24-2025 07:00 AM

HP Recommended

Hello @Ziluminati ,

 

Welcome to the HP Poly community.

 

What type of processor has the MacBook?

 

[Software] Poly Lens Version 2.0.0 Mac Only 

 

There are limitations as only M1 or newer Processors are supported.

 

NOTE:  Poly Lens Desktop 2.0 for Mac supports Mac M1 Series Silicon or later. Intel based CPUs are no longer supported with Lens Desktop for Mac.

 

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.
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‎03-24-2025 07:15 AM

HP Recommended

2.6 GHz 6-Core Intel Core i7...so, I guess that's the reason it can't install? Can I still use my polylens without this update?

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‎04-07-2025 01:59 AM - edited ‎04-07-2025 02:01 AM

HP Recommended

I am in the same case than @Ziluminati

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‎04-07-2025 02:00 AM - edited ‎04-07-2025 02:05 AM

HP Recommended

Hello @stee 

 

That's a mess because the app asks to be updated, and the update is not compatible with our cpu architecture....

 

This answer is not acceptable because HP removed the previous Poly Lens that was compatible with macbook with intel CPU.

So if we have to reinstall our system or if someone buy a legacy product, he will not be able to install the related software product.

 

Could you at least ask internally to add a download link for macos x86 with the latest compatible device?

 

BR.

 

 

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‎04-07-2025 02:04 AM - edited ‎04-07-2025 02:04 AM

HP Recommended

Hello @draxx31  or @Ziluminati ,

 

Welcome to the HP Poly community.

 

Accessing https://lens.poly.com/ > Manage > Software Versions > Search device Mode/Lens App > type Lens Desktop and download the older 1.4.0 Version which is compatible

SteffenBaierUK_0-1744013075359.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
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