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Poly Lens - Force or Retry Device Firmware Update

JohnDeRose
Occasional Visitor
‎04-28-2023 11:22 AM
‎04-28-2023 11:22 AM

Poly Lens - Force or Retry Device Firmware Update

Hello, Poly Community. I have a device (Voyager Free60+) under Lens management that shows an update is available. However, I do not see an option to initiate the update. I have followed the firmware update instructions to no avail. Any tips on how to get this update going? Thanks, JD

 

JohnDeRose_0-1682706016067.png

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎04-28-2023 12:57 PM
‎04-28-2023 12:57 PM

Re: Poly Lens - Force or Retry Device Firmware Update

Hello @JohnDeRose ,

 

Welcome to the Poly Community.

 

is this a GA release or was this a Beta unit?

 

The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.


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

Best Regards

Steffen Baier

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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Rudy Garcia
Polycom Employee
Polycom Employee
‎05-09-2023 06:21 AM
‎05-09-2023 06:21 AM

Re: Poly Lens - Force or Retry Device Firmware Update

Have you followed these instructions?

 

https://support.poly.com/support/s/article/Voyager-Free-60-UC-Firmware-for-Wireless-Earbuds-Smart-Ch...

Rudy

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JohnDeRose
Occasional Visitor
‎05-09-2023 11:55 AM
‎05-09-2023 11:55 AM

Re: Poly Lens - Force or Retry Device Firmware Update

Indeed, as mentioned in the original post. Thanks, though.

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artee
Occasional Visitor
‎05-14-2023 08:23 PM
‎05-14-2023 08:23 PM

Re: Poly Lens - Force or Retry Device Firmware Update

I have exactly the same issue. A case update available (5035), but no update button.

 

Hopefully we can get a resolution soon. The earbuds have updated via the Android app to 5035, but the case remains at 5032. The instructions clearly say to make sure that the case and buds are on the same software level, but it's not yet possible.

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Beyond Conference
Valued Contributor
Tuesday
Tuesday

Re: Poly Lens - Force or Retry Device Firmware Update

Hi JohnDeRose, conform you own link

ARTICLE ID: 000066443
Last Published Date: 4/27/2023
Access Level: Public

VOYAGER FREE 60 SERIES FIRMWARE FOR WIRELESS EARBUDS & CHARGE CASE


You MUST use Poly Lens Desktop to update the charge case firmware

I followed the instruction and successfully update the earbuds as well as the case. Did you plugged in the USB adapter and removed the buds from the case? And connected the case with the cable?
And which version of Poly Lens desktop are you using.

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