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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!
HP Recommended
Poly Studio USB
Microsoft Windows 11

Trying to update to following version from 1.4.0.000870 through Poly Lens fails:

Manfred_Depner_0-1715754579798.png

How can I get an older version firmware file to try if that is the cause?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

To sum up the end of this story with HP Support:

 

I was asked to make sure that when updating there is NO access to the camera from applications or operating system.

 

Therefore I made sure that:

Teams is closed

Camera Access is denied in Windows settings

Poly Lens is closed

Windows Service PolyStudioWindowsUpdateService does not exist (otherwise stop it)

 

Still the update would get stuck at 10% either way through local file or download in Compagnion App.

 

After reporting back to HP Support I will now receive two new units and therefore get the rooms back to a working state.

View solution in original post

9 REPLIES 9
HP Recommended

Hello @Manfred_Depner ,

 

welcome to the HP Poly community.

 

Some older Firmware you could only update the Poly Studio USB via the original, now retired, Companion App. This has been discussed before and a search finds >this< as an example.

 

Just in case anyone else searches for this here are the Links:

 

If you still have any issues 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
HP Recommended

Thanks Steffen. I just found another thread where you pointed out that Compagnion App is retired so did not follow it up from there.

HP Recommended

In case others are at the same point. I tried the update through Companion App but that seemes to have bricked the device. Stood at 10% for some time but disappeared thereafter. Will contact Poly service.

Manfred_Depner_1-1715774326499.png

 

 

HP Recommended

Hello @Manfred_Depner 

 

the App should never "brick" the device. The device most likely is just in "DFU" mode and can be recovered but please go ahead and work with support.

 

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
HP Recommended

Hi, I am at the exact same point, after trying to install from the companion app it stays on 10% for a while and then the device disappears from the app altogether and it's connection on the bluetooth tabs changes from Poly Studio to Qualcomm HS-USB QDLoader 9008. I've tried just about everything I can think of to rectify.

HP Recommended

Hello @samcommhoist ,

 

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.
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
HP Recommended

To sum up the end of this story with HP Support:

 

I was asked to make sure that when updating there is NO access to the camera from applications or operating system.

 

Therefore I made sure that:

Teams is closed

Camera Access is denied in Windows settings

Poly Lens is closed

Windows Service PolyStudioWindowsUpdateService does not exist (otherwise stop it)

 

Still the update would get stuck at 10% either way through local file or download in Compagnion App.

 

After reporting back to HP Support I will now receive two new units and therefore get the rooms back to a working state.

HP Recommended

i have the same problem wit 2 Video bar usb! no one works!!!   45 min at the phone and no one answer!!!!!

I will never buy a Poly product!!!!!!!

1400€ !!!!!!!!!!!!!!!!

 

HP Recommended

Hello @Rbk_Ca ,

 

welcome to the HP Poly community.

 

You have not provided any details of what your issue is. You state the two devices you have do not work. What is your issue aka are they working and you fail to update them? Did you read this post with the suggestions? Mac or PC? Who is the reseller?

 

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.