firmware updates for blackwire 5220 failed after 10 successful updates, than no more possiblities

[msc911]

Hello, we are un social admistration in Geneva and have over 1500 emploies and uses poly blackwire 5220 with teams.

I manage the blackwire and we buy every year over 300 pieces.

When i receive them i connect them with poly lens and makes the updates when it is needed.

The problem is that after 10 or 15 successful updates then, it dosen't work anymore and no more available.

When i install the poly lens on a new pc, then, it will work again for 10 blackwire 5220.

What is the problem ?

best regards

[M_Salman]

Hello @msc911, Welcome to the HP Poly Support Community.

Thank you for reaching out to us regarding your Poly device.
 

I’m sorry to hear about the issue you’re experiencing with the firmware update on your Blackwire 5220 headset. I completely understand how important it is to have your headset functioning smoothly, and I’ll be glad to assist you in resolving this.
 

To help address the issue, please try the following troubleshooting steps:
 

• Uninstall the Poly Lens application and then reinstall it.
• Open the Poly Lens application in Administrator Mode and attempt to update the firmware again.
• Reset your headset and then try performing the firmware update once more.
• If possible, please try updating the firmware on a different PC to rule out system-specific issues.
   

Additionally, could you please confirm the current firmware version of your headset? This will help us identify the next best steps.

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 @msc911,
 

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

[msc911]

Bonjour, j'ai testé beaucoup beaucoup de choses :

pc windows 10 même problèmes

pc windows 11 même problèmes

j'ai re-genéré un pc portable windows 11 et ré-installé poly lens,

cela a fonctionné pendant environs 10 updates, ensuite ca bloque à nouveau.

Dé-installé /  ré-installé Poly lens --> nonok

Ensuite, j'ai quitté Poly Lens

supprimé dans c:\users\appdata\roaming le répertoire  lens desktop et Poly,

sous appdata\local  supprimé : 

- HP Inc

- Plantronics

- Poly

reboot du pc

relancé Poly Lens

les mises à jours de blackwire 5220 fonctionnent à nouveau mais entre 5 à 10 fois ensuite ca bloque à nouveau !!

MAIS

pour une mise à jour d'un savi 8200 series ca ne fonctionne pas du tout !!!

Et si je remets un blackwire 5220 l'update fonctionne !

c'est vraiment très très embêtant 

[M_Salman]

@msc911,

Thank you for posting your query.

Please note that this community page is for the English forum. We kindly request that you please check the region and contact our support through the provided link below for further assistance.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,
Salman

[msc911]

Hello, I've tried many things:

Windows 10 PC, same problem

Windows 11 PC, same problem

I rebuilt a Windows 11 laptop and reinstalled PolyLens.

This worked for about 10 updates, then it freezes again.

Uninstalled/reinstalled PolyLens --> no problem

Then, I quit PolyLens

Deleted the Lens Desktop and PolyLens folders in C:\Users\AppData\Roaming

Under AppData\Local, I deleted:

- HP Inc

- Plantronics

- PolyLens

Rebooted the PC

Relaunched PolyLens

Blackwire 5220 updates work again, but only 5 to 10 times, then it freezes again!!

BUT

Updating a Savi 8200 series doesn't work at all!!!

And if I put a Blackwire 5220 back in, the update works!

It's really, really annoying.

[msc911]

Hello, I've tried many things:

Windows 10 PC, same problem

Windows 11 PC, same problem

I rebuilt a Windows 11 laptop and reinstalled PolyLens.

This worked for about 10 updates, then it freezes again.

Uninstalled/reinstalled PolyLens --> no problem

Then, I quit PolyLens

Deleted the Lens Desktop and PolyLens folders in C:\Users\AppData\Roaming

Under AppData\Local, I deleted:

- HP Inc

- Plantronics

- PolyLens

Rebooted the PC

Relaunched PolyLens

Blackwire 5220 updates work again, but only 5 to 10 times, then it freezes again!!

BUT

Updating a Savi 8200 series doesn't work at all!!!

And if I put a Blackwire 5220 back in, the update works!

It's really, really annoying.

[M_Salman]

@msc911 

We're here to help you tackle that issue you are facing in the device 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