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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
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‎11-04-2023 05:10 PM - edited ‎11-04-2023 05:57 PM

HP Recommended
Product: Studio P5

Poly Lens 1.2.0

P5 Studio firmware 198

Win10 64 22H2

A user handed in a P5 studio updated to firmware 198

The LED does not light up when plugged in.

Poly Lens, and the Windows camera App detect the device.

The devices produces a blackscreen for video.

The microhpone function, and 1 port USB hub on the back work.

The P5 under test reacts to Poly lens,  manual focus - I can hear the lens element click as normal.

Other P5 studios work on a test computer.

 

Tried device reset in Lens. no change

 

How do I reflash the firmware or downgrade?

 

The latest firmware firmware file on  poly.com    is P5_v1.96_d04_26_2022.zip

 

I tried downgrading firmware using Lens, selecting the P5 Studio, Support, Device Info & Logs, Custom Software Update, Upload button , and selecting VSN_V3Image_P5_v1.96.dfu

This results in   

"Software Update Failed.  Uh oh. We have a problem. The software update didn't successfully complete.

 

As of 11/4.
HP support web chat is broken in Chrome - chat dialog fails to render  with a Javascript error

Firefox works, center is likely closed (Saturday)

1 REPLY 1

‎11-06-2023 01:08 AM

HP Recommended

Hello @alex_101 ,

 

welcome to the HP Poly community.

 

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.
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