poly lens sofware

[Br531]

hi ,  i want to install poly studio on my computer before i want to remove poly lens we have  software  2.0.17.2119.

I try with add/remove program on control panel but it asking me the source program that i don't have. 

I try to upgrade the version as proposed on   the application to 5.10.1111 but it doesn't work.

i try to install version 5.10.1111 directly to see if removing the old application would be proposed but the installation failed.

do you know how i can do that? do you have tools to remove completly polylens desktop  and poly lens contol service ( same pb)?

[Meghana_10]

Hello @Br531, Welcome to the HP Poly Support Community.
 

Thank you for posting in the Poly Community.
 

I understand the situation. It appears that you currently have Poly Lens Desktop 2.0.17.2119 installed, and upgrade to Poly Lens 5.10.1111 and the uninstallation are failing because Windows is requesting the original installation source (MSI package), which is no longer available.
 

Please try the following troubleshooting steps:
 

1. Stop Poly Lens Services

Before attempting removal:

1. Press Windows + R and type:

services.msc

1. Locate:
   • Poly Lens Desktop Service
   • Poly Lens Control Service (if present)
2. Stop the services and set them to Manual temporarily.

2. Repair the Existing Installation

If you can obtain the same version (2.0.17.2119) from your software repository or IT package source for the previously installed application:

1. Run the installer for the same version.
2. Select Repair if available.
3. After the repair completes, try:
   • Upgrade to 5.10.1111
   • Or uninstall from Programs and Features

This is often the preferred method when Windows Installer is missing the original MSI cache.
 

3. Use Microsoft Program Install and Uninstall Troubleshooter

If uninstall continues to fail:

1. Run Microsoft's Program Install and Uninstall Troubleshooter.
2. Select:
   • Uninstalling
   • Poly Lens Desktop
3. Allow the tool to remove corrupted Windows Installer entries.

This can clear broken MSI references that prevent upgrades and removals.
 

4. Remove Poly Lens from Installed apps

After running the troubleshooter:

1. Open:

Control Panel > Programs and Features

1. Attempt to uninstall:
   • Poly Lens Desktop
   • Poly Lens Control Service

5. Clean Remaining Files

After removal:

Check for and remove any remaining folders:

C:\Program Files\Poly</span>
 

C:\Program Files (x86)\Poly</span>
 

C:\ProgramData\Poly</span>
 

%LOCALAPPDATA%\Poly</span>

6. Reboot and Install the Poly Studio app

1. Restart the computer.
2. Install HP Poly Studio App – Manage Your Devices and Improve Communication with Ease | HP® Official Site using a local administrator account.
3. Verify that the Poly Studio app services start correctly.

Have a great day!