Poly Studio video/speaker bar doesn't show as a USB device

[DanBidwa]

I have multiple Poly Studio video/soundbars that have become unresponsive, and no longer appear as available USB devices when connected to a computer. The newer Studios have a pulsing green LED (the older Studios don't have a LED). Power-cycling the newer Studios briefly changes the LED to white and starts the back-and-forth white LED startup display, then it switches back to pulsing green. The devices do not show up in Lens when connected to a computer running the app. Polycom Companion appears to have disappeared from the Poly site. Any ideas?

[SteffenBaierUK]

Hello @DanBidwa ,

welcome to the HP Poly community.

You would not know to remember what software the units were running prior to their failure.

The companion app is only compatible with software 1.4 or 1.5, and you should find it >here< After this you need Poly Lens.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[DanBidwa]

thanks for the input. Unfortunately I don't know the software versions for the different units. Some are fairly new (and still under warranty), some are at least 5 years old (old enough that they don't have the LED); AFAIK none have ever been updated so they'd still be running whatever software they shipped with.

I did find an Engineering Advisory/Technical Notification (#179409, https://kaas.hpcloud.hp.com/pdf-public/pdf_8704137_en-US-1.pdf) that seems like it might be related to the issue, but none of the links in the document work any more. I'm attempting to get more information via the HP support portal (which unfortunately seems to be my only options, outside of this forum).

[DanBidwa]

So far the Lens and Companion apps aren't any help -- the devices aren't recognized at all (which isn't a huge surprise as they're not showing up as USB devices).

[SteffenBaierUK]

Hello @DanBidwa 

we would need to know if this is a Studio USB or a Studio X as this matters. If a product is 5 years old it will not be under warranty anymore.

Maybe a photo of the device would help us identify the product. My signature contains ways to access our support organization we are only volunteers here.

Best Regards

Steffen Baier

[DanBidwa]

They're all Studio USB devices (just "Studio", not "Studio X" or "Studio P"). Confusingly, the P/N (2201-85308-001) and model number (P009) is the same for all of the units, despite the fact that one model has a LED and one does not.

Thanks for the help.

[SteffenBaierUK]

Hello @DanBidwa ,

the form factor for all Poly Studio USB is the same and I am not aware of a hardware change that added an LED that was not part of the original design. Your device may be in a faulty state and therefore not display any activity via an LED.

Your issue sounds like your devices are in a state where they no longer advertise themselves to your PC so only support can help.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier