ase buttons (PC / desk phone) stop responding when Poly Lens Control Service is running

[DSI52222]

Hello,

I'm having an issue with a Savi 8200 Office Series headset used with a desk phone and a Windows PC.

ENVIRONMENT
- Headset: Poly Savi 8200 Office Series (base W8200B), firmware 3900.3861.3039
- Desk phone: Mitel 6867i, headset connected through the RJ9 telephone interface cable to the phone's headset port (no EHS cable, no HL10 lifter)
- Base configuration switch: A
- Mitel settings: audio mode "Headset", DHSG disabled
- PC: Windows 11, base connected via USB
- Software: HP Poly Studio 5.2.0.741 and Poly Lens Control Service 5.2.533 (both installed on 01/10/2026)
- No Teams or other softphone installed on the PC

PROBLEM
When Poly Studio / Poly Lens Control Service is installed and running:
- Pressing the headset call button no longer switches to the desk phone; the base desk phone button does not turn green as it normally does.
- Pressing the "PC" or "Desk phone" button on the base does nothing.
- The headset therefore cannot be used with the Mitel phone.

WHAT WE OBSERVED
1. The headset worked correctly before the software was installed.
2. Right after installing the Poly desktop software, the problem appeared, without any settings being changed.
3. Uninstalling the software fixed it.
4. Reinstalling (Poly Studio 5.2.0.741 + Poly Lens Control Service 5.2.533) brought the problem back.
5. Stopping only the "Poly Lens Control Service" Windows service immediately restores normal behaviour (buttons work, headset switches to the Mitel). Poly Studio then shows "Connection to the service lost" as expected.
6. Setting the service startup type to Manual keeps the headset working after a reboot.

WHAT I ALREADY TRIED (without success while the service was running)
- Default phone line set to "Desk Phone" (setting lock enabled) in Poly Studio
- Changed Audio Quality (Hybrid), Range (High), Over-the-Air Subscription, Noise Exposure Limit (85 dBA)
- Set "Headset to PC radio link" to "Active only during call" and disabled "Audio sensing"
- Power-cycling the base (power and USB unplugged for 30 seconds)
- Headset docked and undocked, subscription LED solid green
- Checked Windows sound settings

CURRENT WORKAROUND
Poly Lens Control Service set to Manual startup and stopped. The headset works with both the Mitel and the PC, but the Poly Studio app can no longer manage the device (no firmware updates or settings changes).

QUESTIONS
- Is this a known issue with Poly Lens Control Service 5.2.533 and Savi 8200 bases?
- Is there a fixed version, or a setting that prevents the service from taking over the base's audio channels?

I can provide screenshots and logs if needed.

Thank you.

[SteffenBaierUK]

Hello @DSI52222 ,

Welcome to the HP Poly community.

This is just a Peer-to-peer community forum and not HP Poly Support. We are all just Volunteers.

If no other volunteers reply, I suggest you contact the HP Support organization in your region. Details are in my Signature.

Please open a Lens Mopinion Bug via https://lens.poly.com/appfeedback

Best Regards

Steffen Baier