Legacyhost.exe Crashes Cause Conferencing Issues with HP Poly Lens

ControlUp’s Innovation Guild identified a high-severity crash pattern involving legacyhost.exe on systems using HP Poly Lens. The crashes correlate strongly with instability in conferencing applications such as Microsoft Teams and Zoom, where Poly Lens is used to manage and optimize connected audio and video devices.

Crash analysis shows the issue is associated with legacyhost.exe version 2.1.0.425, with the primary faulting module identified as pltsessionmanager.dll version 1.4.0.5. This pattern was surfaced through ControlUp’s global crash analytics, which analyzed anonymized metadata across customer environments to identify recurring application- and service-level failures impacting end-user collaboration.

This issue has been observed across 150+ organizations and is classified as high severity due to its direct impact on real-time communication workflows.

Affected environments may experience:

• Audio or video devices failing to initialize properly
• Conferencing applications becoming unstable or unresponsive
• Unexpected drops from meetings or inability to join calls
• Increased support tickets related to headset, camera, or conferencing reliability

Because Poly Lens often operates in the background as a device-management layer, crashes in legacyhost.exe can disrupt multiple conferencing applications simultaneously.

Organizations using HP Poly Lens should:

• Review crash logs related specifically to legacyhost.exe
• Confirm whether affected endpoints are running legacyhost.exe version 2.1.0.425
• Validate the deployed Poly Lens client version across the environment
• Check for known issues related to pltsessionmanager.dll (v1.4.0.5)
• Apply the latest HP Poly Lens updates, as newer versions show a notable reduction in crash frequency
• Monitor conferencing stability closely following remediation or upgrades

Where feasible, staged rollouts and post-update monitoring are recommended to confirm improvements and prevent regressions.

This finding underscores how background services and device-management components can disproportionately affect end-user experience—especially for collaboration tools that depend on consistent audio and video performance.

ControlUp will continue monitoring this crash signature globally and share updates as new insights emerge. If you are experiencing similar conferencing issues related to Poly Lens or legacyhost.exe, sharing observations and mitigation outcomes with the ControlUp Community can help accelerate validation and resolution for all affected organizations.