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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎09-19-2022 07:17 AM

HP Recommended

Hi,

I have recently bought a Poly Sync 20 USB-C with BT Dongle. Since I installed the Poly Lens software to try and update the Sync 20 device it has failed every time. I have attached some screenshots of the error message and the event viewer error message. I also downloaded the logs but didn't want to attach here just in case there is sensitive information in there.

 

Device Model
Sync 20
Serial Number
S/NEE645C
Software Version
122
Product ID
0x015C
 
Let me know what else you might need to assist.
3 REPLIES 3

‎09-19-2022 12:23 PM

HP Recommended

Hello @johnjobs ,

 

Welcome to the Poly Community.

 

Please contact our official support infrastructure

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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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‎09-26-2022 07:09 AM

HP Recommended

Hello, same problem for me in France...

Bye a Poly Sync 20...

When connected tio Poly Lens, an update is annouced.

I tried to update, software download seems to be ok.

But update is very slow an stop at 50%..;

 

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‎09-30-2022 12:10 PM

HP Recommended

Hi John,

 

I had the same unit and got the exact same problem.

I found a workaround by updating the Sync 20 with "Plantronics Hub Desktop" instead of Poly Lens.

 

Link for software:

https://www.poly.com/ca/en/support/downloads-apps/hub-desktop

 

Let me know if this works out.

 

Cheers!

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