Solved: Re: Studio P5 software Update failed

Beyond Conference · ‎03-28-2022

Hi, are there more people which encounter a issue with updating the Studio P5 in Poly Lens Desktop

Updating software progress bar keeps at 0% and a message appears with Software Update failed.

In the background a DFU file has been downloaded.

note: the current firmware is 0192 and the new firmware is 0194
Software has already removed and installed again, but that did not solve the issue.
Updating of other Poly item as headset where successful.

JT1 · ‎03-31-2022

I use a USB-C docking monitor. Firmware update failed until I plugged P5 directly into USB port on laptop.

View solution in original post

Beyond Conference · ‎03-28-2022

Also note that I can not find other software on the PC, which is using the Studio P5 so that Poly Lens Desktop is unable to "claim" the device

SteffenBaierUK · ‎03-28-2022

Hello @Beyond Conference

can you collect the logs and open a ticket?

Best regards

Steffen Baier

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Poly Mukesh · ‎03-28-2022

Hello @Beyond Conference

Greetings from Poly.

We would suggest you install the latest Poly lens desktop app (ver 1.1.13) and try to update the Studio P5.

Hopefully, it should resolve the issue however in case it doesn't then reach out to our technical team & raise a support ticket.

Best Regards,
Mukesh Kumar

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Beyond Conference · ‎03-29-2022

Hi Steffen and Mukesh,
Thanks for your replies. The latest version of Poly Lens Desktop has been used.

I will create a support ticket so this can be addressed to see what create this issue in my environment.

BR, Beyond Conference

JT1 · ‎03-31-2022

I use a USB-C docking monitor. Firmware update failed until I plugged P5 directly into USB port on laptop.

Beyond Conference · ‎03-31-2022

Hi JT1, the P5 is connect on a UCB port on the Monitor. When connected directly to the PC the issues was solved and the firmware update was successful.

Thanks for your input.

BR, Beyond Conference