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Cloud Status Offline. Red Dot in Poly Lens

Adam in DC
Trusted Contributor

Re: Cloud Status Offline. Red Dot in Poly Lens

I received this message today from Poly Support:

 

"I am writing to apologize for the inconvenience you may have experienced with our IoT connection. We are aware that the link is currently down and we are working diligently to resolve the issue as quickly as possible.

We apologize for any disruptions this may have caused in your service and appreciate your patience while we work to restore the link to full functionality.

For updates on the status of the issue and estimated time of resolution, please check https://status.plcm.vc/

IoT connection problems
Investigating - We are currently working with our IoT provider to troubleshoot increased message throttling and IoT device disconnects in our service. Impact: Devices in Poly Lens may incorrectly appear offline and some services requiring an IoT connection may experience intermittent performance.
Dec 20, 2022 - 10:22 MST

Thank you for your understanding and we hope to have the link back up and running soon."

Message 11 of 23
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cloud Status Offline. Red Dot in Poly Lens

Hello @Adam in DC , @Beyond Conference , @Dan Hemsø and @ChrisBB 

 

the latest update/information can be found here:

 

https://status.plcm.vc/incidents/qnpymgjtq4w2

 

Poly Voice devices may still be affected and please work with Poly support to get this into our support organization so we can track this.

 

Best regards

 

Steffen Baier

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

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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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⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 12 of 23
Adam in DC
Trusted Contributor

Re: Cloud Status Offline. Red Dot in Poly Lens

Hi Steffen - thanks for the update.

 

I do have a ticket open and my last communication from the support team was that they'd like me to reboot one of my Trios again.  I did so today (Jan 5, 2023) and the web interface still reports the cloud status as offline and Lens admin reports all of my Trio's as offline.  

 

So no change as of yet.  But appreciate the detailed explanation.  There's a lot going on in the backend of these systems.  

Message 13 of 23
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cloud Status Offline. Red Dot in Poly Lens

Hello @Adam in DC 

 

the voice endpoints need a software change. This is planned already and I suggest you open a support ticket so you can get regular updates.

 

The parent Engineering ticket for your reference is voice-73818

 

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.

----------------


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 14 of 23
Adam in DC
Trusted Contributor

Re: Cloud Status Offline. Red Dot in Poly Lens

Good info.

 

We're currently on 7.2.3.0852 but I see there is an update available - 7.2.4.0185

 

Will try that ASAP to see what happens.  

Message 15 of 23
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cloud Status Offline. Red Dot in Poly Lens

Hello @Adam in DC 

 

7.2.4 will not address it. This is work in progress

 

regards

 

Steffen

----------------

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.

----------------


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 16 of 23
Adam in DC
Trusted Contributor

Re: Cloud Status Offline. Red Dot in Poly Lens

Lol.  I can confirm you are correct.  Applied and no change.  Thanks.  

Message 17 of 23
ChrisBB
Advisor

Re: Cloud Status Offline. Red Dot in Poly Lens

The offline in Lens issue has been going on a while with our endpoints.  I have started to move our Trios back to RPRM, since if they show as offline in Lens, there’s no way to remotely dial them.  (We need to do this every now and again).

 

Obviously not and issue with G7500s or X50s, since those you can dial directly from their web gui.

Message 18 of 23
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cloud Status Offline. Red Dot in Poly Lens

Hello @ChrisBB 

 

the voice endpoints need new software.

 

I would open a ticket so we can keep you in the loop on the progress and dates.

 

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.

----------------


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 19 of 23
ChrisBB
Advisor

Re: Cloud Status Offline. Red Dot in Poly Lens

Thank you Steffen.  Our Trios are already running the latest software (7.2.4) and still having the Lens offline issue.  Or are you referring to other software?

Message 20 of 23