• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Locked

‎03-28-2022 03:39 AM

HP Recommended

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.


image

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. 

1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎03-31-2022 09:48 AM

HP Recommended

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

2 people found this reply helpful
Was this reply helpful? Yes No
6 REPLIES 6

‎03-28-2022 03:46 AM

HP Recommended

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  

Was this reply helpful? Yes No

‎03-28-2022 10:44 AM

HP Recommended

Hello @Beyond_Conferen 

 

can you collect the logs and open a ticket?

 

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
Was this reply helpful? Yes No

‎03-28-2022 10:20 PM

HP Recommended

Hello @Beyond_Conferen 

 

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.

 

Was this reply helpful? Yes No

‎03-29-2022 10:48 AM

HP Recommended

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

Was this reply helpful? Yes No

‎03-31-2022 09:48 AM

HP Recommended

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

2 people found this reply helpful
Was this reply helpful? Yes No

‎04-01-2022 12:46 AM

HP Recommended

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 

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† 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>.