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Poly has joined the HP family! From August 7, 2023, Poly Support contact options will connect you to HP. This portal will be live until November, when we'll move to the HP Customer Support site.

Escalation Requirements

Detailed Problem Description Example: When attempting to upgrade my P15 camera from version 1.3.0 to 2.1.0, the upgrade begins but fails at 30%. I have restarted Lens Desktop as well as restarted my Computer without success.
Log Files When to gather and send log files


Attach log files to the Support Case.

When Possible provide a Screenshot or Video Especially for problems where you receive a specific error message, this can be invaluable to expedite resolution.
Date & Time of the incident Logs can be extensive, so you must include all the relevant information about when the problem started and stopped.
Software Version How to get the software version of Lens Desktop
OS & Version 

How to find the operating system information and version number

Tenant ID

How to find the Lens Tenant ID