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‎10-08-2025 12:15 AM

HP Recommended
Product: HP 960 webcam

Just purchased a 960 webcam. Installed Poly Lens Desktop on my W11 PC. It says there is an s/w update for my webcam from v1001 to 1002. 

However the update always fails. I've tried different USB ports, restarting the PC, creating a Poly Lens account. Nothing has worked. The little grey circle in the left hand pane says Updating software 0% and stays that way until it times out and webcam update failed.

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4 REPLIES 4

‎10-08-2025 12:59 AM

HP Recommended

Hello @scottb721 ,

 

Welcome to the HP community.

 

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

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎10-08-2025 07:20 AM

HP Recommended

Stranger still, I just added the webcam to my HP account and it says 

 Product number Product name Nickname Warranty start date Warranty end date Warranty
 695J6AA HP 960 4K Streaming Webcam My Device 19-Oct-23 17-Dec-24 Expired
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‎10-27-2025 01:39 AM

HP Recommended

Exactly the same issue with my camera.

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‎10-27-2025 01:46 AM

HP Recommended

Support told me it's a known issue due to the current Win11 version missing Media Feature Pack but I'm sure I believe that as ppl on Mac also have the same problem.

In the comments Mac is mentioned. https://www.ozbargain.com.au/node/927650

 

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