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‎10-31-2025 07:53 AM

HP Recommended

Hello HP Community!
I’m trying to install Poly Lens Desktop (version 2.3.0 and 2.3.1) on an HP G9 Plus Mini Desktop running Windows 11 Pro 64-bit, but the installation doesn’t complete.

 

Steps performed:

  1. Downloaded the installer from the official site (lens.poly.com/download).
  2. Ran the MSI file with admin privileges.
  3. Two permission prompts appear normally, but the third one, which should appear to finish the installation, never shows up. As a result, the process doesn’t complete and the app isn’t installed.

Checked:

  • Admin rights.
  • Firewall and antivirus didn’t block.
  • UAC is set to default.

Has anyone faced this issue on HP G9 Plus Mini Desktops? Is there any UAC setting, policy, or specific procedure to allow this third confirmation and complete the installation?


Thanks!

1 REPLY 1

‎10-31-2025 07:56 AM

HP Recommended

Hello @Felipe-Carneiro ,

 

Welcome to the HP Poly community.

 

Is this a Windows MTRoW device? If yes, you must not install Lens Desktop but Lens Room instead.

 

If no other volunteers reply, 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.
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