Solved: Re: I'm looking for Version 224 software update for Blackwir... - HP Support Community

edwargs · ‎01-05-2026

I'm trying to update the Blackwire 5220 in the Poly Lens app. It's on version 223 currently and the app is alerting me that version 224_0_0 is available. When I click on the update button, the update fails. If I click on Device Info & Logs under Support, I can manually upload an update, but I can't find the software anywhere on the HP site.

Can you assist?

I have already tried on another laptop and have uninstalled and reinstalled the Poly Lens desktop app.

M_Salman · ‎01-05-2026

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

Thank you for reaching out regarding your Poly device.

I’m sorry to hear that you’re experiencing an issue while updating the firmware on your Blackwire 5220. I know how important it is to keep the headset up to date. I see that the firmware is not updating automatically and that you would like to update it manually.

To manually update the headset firmware, please follow these steps:

• Visit lens.poly.com and log in with your credentials.
• Navigate to Manage and select Software Versions.
• In the search field, enter the headset model name (Blackwire 5220).
• Download the latest available firmware version.
• Open the Poly Lens application on your PC and select the downloaded firmware file to complete the update.

Please let me know once the update is completed or if you encounter any difficulties during the process. I’ll be happy to assist you further.

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

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

View solution in original post

M_Salman · ‎01-05-2026

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

Thank you for reaching out regarding your Poly device.

I’m sorry to hear that you’re experiencing an issue while updating the firmware on your Blackwire 5220. I know how important it is to keep the headset up to date. I see that the firmware is not updating automatically and that you would like to update it manually.

To manually update the headset firmware, please follow these steps:

• Visit lens.poly.com and log in with your credentials.
• Navigate to Manage and select Software Versions.
• In the search field, enter the headset model name (Blackwire 5220).
• Download the latest available firmware version.
• Open the Poly Lens application on your PC and select the downloaded firmware file to complete the update.

Please let me know once the update is completed or if you encounter any difficulties during the process. I’ll be happy to assist you further.

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

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

edwargs · ‎01-05-2026

This didn't work (but I did get the download), HOWEVER, when I went to lens.poly.com it had my devices listed (it was set at 0 before) and was able to complete my update successfully through the browser.

Thank you!

M_Salman · ‎01-05-2026

@edwargs A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Thanks again for your confirmation, and we wish you an amazing day ahead!

Regards,

Salman

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

I'm looking for Version 224 software update for Blackwire 5220

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