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We are proud to announce new features with Poly Lens Premium. Read more about the next-level integration here!

‎03-06-2025 01:56 AM - edited ‎03-06-2025 03:33 AM

HP Recommended
Operating System: Microsoft Windows 10 (64-bit)

Hello
We are having trouble updating/download Poly lens app from within the app.
I am not familiar with when exactly the problem started, but it was established after version 2.1.0 was released. 18.02.2025

I've tried going back to version 1.4.0 and still have the same problem.
Firewall problem is excluded

Skærmbillede 2025-03-06 095804.png

Skærmbillede 2025-03-06 100015.png

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1 ACCEPTED SOLUTION

Accepted Solutions

‎03-06-2025 04:07 AM

HP Recommended

Hello @Troelsbc ,

 

Welcome to the HP Poly community.

 

Please see the Poly Lens 2.1.0 Software announcement >here< as other people have reported issues too.

 

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.

...

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

...

 

If no other volunteers reply:

 

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

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4 REPLIES 4

‎03-06-2025 04:07 AM

HP Recommended

Hello @Troelsbc ,

 

Welcome to the HP Poly community.

 

Please see the Poly Lens 2.1.0 Software announcement >here< as other people have reported issues too.

 

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.

...

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

...

 

If no other volunteers reply:

 

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

‎03-06-2025 05:03 AM - edited ‎03-06-2025 05:05 AM

HP Recommended

Thanks for the answer, but it has already been tried. And as mentioned, version 1.4.0 also fails.
I have also tried with several different network providers and on both win 10 and 11.
It has previously worked up to and including version 2.1.7, but when version 2.1.0 came we could no longer update.
Is there a place to find the log? e.g. Event log or in the program library

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‎03-25-2025 02:48 AM - edited ‎03-25-2025 02:49 AM

HP Recommended

I have mistakenly marked this as "solved", it is not correct, still have the error.
Is it possible to change the case back to "unsolved" ?

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‎03-25-2025 03:19 AM

HP Recommended

Hello @Troelsbc ,

 

Welcome back to the HP Poly community.

 

This will not matter as the Community is a Peer to Peer community and you are not raising any case with HP Support

 

The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
 
 
 

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
Reply
Was this reply helpful? Yes No
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