Poly Sync 60-M shows in the Poly Lens random S/N and won’t update to last firmware

[Consta]

Hi,

My Poly Sync 60-M is not updating to last firmware

 Have observed that the serial number from the software is not the same like the one on the back of the device.

How do I correct the S/N from the software to match the one on the back of the device? 
I did the factory reset but didn’t change anything.

Best regards,

[M_Salman]

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

Thank you for reaching out with your query regarding the Poly device.
 

I'm sorry to hear you're experiencing issues with the serial number detection on your Sync 60M. I understand how important it is to have your device properly recognized, and I’m here to help resolve this for you.
 

As a first step, I recommend completely uninstalling the Poly Lens application from your system and then reinstalling it using the latest version. You can download the updated installer from the link below:

HP Poly Lens App – Manage Your Devices and Improve Communication with Ease | HP® Official Site

Once reinstalled, please check if the issue persists. If you continue to face any difficulties, feel free to let us know

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

Hi @Consta.
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @Consta 

I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[M_Salman]

HI @Consta,

Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Salman

[Consta]

Hi,

Your advices didn’t work. I still have the same problem.

[M_Salman]

@Consta,

We're here to help you tackle that issue you are facing with the headset Don't worry, we've got your back!

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.
 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue!

Stay tuned, and thanks for your patience!

Regards,
Salman

 

[Consta]

Hi,

When I click on the link provided by you, I have got this message.