Poly Sync 20 Software Update Failing

Occasional Visitor

Poly Sync 20 Software Update Failing


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
Software Version
Product ID
Let me know what else you might need to assist.
Polycom Employee & Community Manager

Re: Poly Sync 20 Software Update Failing

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



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

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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Message 2 of 4
Occasional Visitor

Re: Poly Sync 20 Software Update Failing

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%..;


Message 3 of 4
Occasional Visitor

Re: Poly Sync 20 Software Update Failing

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:



Let me know if this works out.



Message 4 of 4