CCX 500 phones upgraded offline in Teams Admin Centre


CCX 500 phones upgraded offline in Teams Admin Centre



We initially upgraded some of our CCX 500 phones to when it first come out a few weeks ago and these were successful and show inTAC correctly but since the 5th of November any phone we upgrade shows as offline in TAC even though the phone has been upgraded and is working correctly.


I have logged an MS ticket but they are blaming the following bug which I don't think is relevant as this is the old version the phones were on and the phones running this version are showing online correctly.

Message 1 of 2
Polycom Employee & Community Manager

Re: CCX 500 phones upgraded offline in Teams Admin Centre

Hello @nharwood ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them >here< are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?


Please do not simply mark them without any type of feedback. 

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilize the community more efficiently.


For your new issue, the article shown is a quote or feedback shared by our partner Microsoft as they had an issue with the TAC as well. This "should" be rolled out via their Rings but may take some time to hit individual customers.


Microsoft support should be engaged and since UC Software 7.1.3 we also include the Microsoft Teams logs in our system logs as explained here:


Nov 10, 2021 Question: Can I get logs of a Poly CCX or Trio phone when using Microsoft Teams?

Resolution: Please check >here< as this is included in the normal Logs since UC Software 7.1.3


Please supply these logs to our partner Microsoft to help them with issues with their Platform and applications.

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.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2