[Software] Poly Lens Version 2.1.0

[SteffenBaierUK]

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@Christian_by wrote:

Ticket is already open but it seems that many users have a similar issue.

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Hello @Christian_by 

3 users so far posted something here with not many details about their setup etc.

No Lens Developers are in this community that could actively develop or comment as far as I am aware.

Best regards

Steffen Baier

[Fraçois]

Hello,

Same issue here.

the Poly Lens service log file indicates a 403 error on the URL used to download the update :

"Download from https://swupdate.lens.poly.com/lens-desktop-windows/2.1.0/2.1.0/PolyLens-2.1.0.msi failed: System.Net.Http.HttpRequestException: Response status code does not indicate success: 403 (Forbidden).
URL returns:You have been blocked."

Same case if you use this url in a browser: You are blocked

This problem appeared suddenly about 7-10 days ago, regardless of the versions installed.
No problems before.

[CliffSB]

To get around the download issue is pretty easy (if you don't mind to download it manually / outside the app and winget): You go to https://www.hp.com/us-en/poly/software-and-services/software/poly-lens/app.html and download from there. Seems HPs web-server expects a certain referred or cookie, and otherwise blocks the download. No idea why though.

[proficit]

Folks, I am now in direct talks with Plantronics s/w engr team. Will let ya'll know if this progresses in the right direction.

I only see (2) possible paths:

1. Poly releases an admin-less version of 2.x Poly Lens + Control Service

2. We hack this work, i.e. install on another machine, and copy over files/registry/services. 

On #2, I was 95% close to getting this to work, but could not get the Control Service to fire up properly, hence the app would not work.

[robertbrown3992]

It does seem like multiple people are running into issues with the MSI installer. I tried it on both Windows 10 and 11, and nothing happens after running the file. Is there an official confirmation from Poly/HP on this? A standard .exe version would definitely help avoid these issues.

[SteffenBaierUK]

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@robertbrown3992 wrote:

It does seem like multiple people are running into issues with the MSI installer. I tried it on both Windows 10 and 11, and nothing happens after running the file. Is there an official confirmation from Poly/HP on this? A standard .exe version would definitely help avoid these issues.

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Hello @robertbrown3992 ,

Welcome to the HP Poly community.

I believe I already explained that this community is not an official replacement for HP Poly support.

This is a peer-to-peer community where people using HP Poly products volunteer to try to help other people with HP Poly products.

Did you see the requirements for being an admin in this post and the Lens Help Page?

EDIT 06 March 2025:  Poly Lens Desktop | Poly Lens Help

...

IT Admin​

An IT Admin is required to elevate the privileges for end users to Admin, to install/update to version 1.5 and beyond. See Migration from Poly Lens Desktop 1.x to 2.x Details for more information.

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Migration from Poly Lens Desktop 1.x to 2.x Details​

Installation of Poly Lens Desktop 2.0​

When Poly Lens Desktop 2.0 installs, a new service will be installed called Lens Control Service which requires User Admin Rights. See below details on the folder paths where files are stored:

• Installation Files
  • C:\Windows\Program Files\Poly
• Configuration Files & Logs
  • %appdata%\Poly
• %localappdata%\Poly
  • C:\ProgramData\Poly

Lens Desktop 1.x was previously installed at: %localappdata%\oz-client

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If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature or please use the Lens Mopinion Bug https://lens.poly.com/appfeedback

Best Regards

Steffen Baier

[proficit]

This more about admin vs no admin. HP seems to think that all companies allow admin privileges on their machines, or that their company IT group can just easily open admin rights. How about a company with 50k employees?

The suggestions from HP are ludicrous, and people are getting frustrated with these admin requirements.

I am still in talks with the Poly s/w devs, and am hopeful they can provide an admin-less installer (or a hack-around) to get 2.x versions to work.

[Christian_by]

Got this information from the support:
Apparently we're having an issue with hosting provider and heavy load currently.
"we are currently throttling upgrade requests for the 2.1 upgrade file.  If the customer needs to upgrade several lens desktop instances, we can add their public IP addresses to our LENS firewall and prevent the throttling.  This will help with the upgrades failing.  

[proficit]

No these are (2) totally separate things.

1. Some folks complained about not being able to download the MSI from the link directly. This has nothing to do with the actual installation of the file. There are already some posts on this download issue, so again nothing to do with installation of the file once you download.

2. On the installation block, this is related to the package requiring admin access. This is what I am chasing with the Poly devs [let's call them our original Plantronics friends :)]