Cloud Status Offline. Red Dot in Poly Lens

[SteffenBaierUK]

Hello @ChrisBB 

as mentioned in this post 7.2.4 does not yet have the fix.

Steffen

[Arsenal]

Hi, 

Just tagging along to this thread, because we're experiencing the same issue in our tenant. 

We recently migrated to Lens from on-premise PRM, with a mixture of CCX 500s and C60s. Initially, the devices were provisioned and reporting as 'Online' within Lens. However, gradually they're reporting as 'Offline' even though they're connected to our internal network and have internet connectivity. No changes have been made to the network or firewall policies, that we're aware of. 

We have the following Software versions in play:

• CCX 500: 8.0.1.4106 & 8.0.2.2337
• C60: 8.0.1.4109
  
  

I've opened a couple Poly support tickets regarding this, and they all seem to fizzle out or stagnate. I've tried to do some investigation regarding the debugs. This message below in the log output seems to mark the problem:

|4|00|Error - Cloud-connector went down but not restarting it becuase we have exceeded 10 restart attempts

I cannot find the reason why the cloud-connector is going down. If anyone has more info about that process, I would be interested. Or, why sometimes when I reboot a phone it connects and reports as 'Online', while other times it errors out after 10 attempts? 

Hopefully, some more info will come out regarding how to resolve this. 

Thank you, 

[SteffenBaierUK]

Hello @Arsenal ,

Welcome to the Poly Community.

The Fix for CCX and C60 is in the next 8.1.0 and 8.0.2 Rev D which are not yet released

The best and quickest way forward is to pursue this with our Support organisation as the community is run by volunteers only.

When following this up via support please mention https://jira.poly.com/browse/VOICE-73818

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[SteffenBaierUK]

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

PVOS 8.1.0 and PVOS 8.0.2 Rev D were just released including fixes for Lens connectivity.

Other Software for older phones will follow.

Best Regards

Steffen Baier

[Adam in DC]

Here's what I see for the Trio 8800.  I'm currently at 7.2.3.0852 and 7.24.0185 is available.  

I have 3 production 8800s.  2 are listed as "offline" in Lens and 1 is newly listed as "online" in Lens.  They are all at 7.2.3.0852

I will upgrade one of them.  

[Adam in DC]

I misspoke.  One of the Trios was already at the newest version.  The other 2 were not.  One was already online and one was offline of those two.  

After upgrading both of them - they are now both online with Lens.

The one that was already up to date was not online.  I re-installed the firmware - but it is still listed as offline.  

[ChrisBB]

Great, thank you for letting us know!

I can see the Trio C60 v8 software is now available for download.  I will keep an eye out for the Trio 8800 version - since all of our Trios are 8800s.

Chris

[Adam in DC]

Clipping from the announcement:

Important: Starting with version 8.0.0, Poly Voice Software (PVOS) is the new name for Poly United Communications (UC) Software. PVOS is now used in all technical documentation for Poly CCX business media, Edge E, and compatible Poly Trio phones

Model	Software
CCX	8.1.0.12743
Edge E	8.1.0.12774
Trio 8300	8.1.0.12732
Trio C60	8.1.0.12748

NOTE: The Trio 8800 and 8500 will not receive software later than 7.2.x!

[SteffenBaierUK]

Hello @Adam in DC and @ChrisBB 

Trio 8800, 8500 and VVX will also receive the update.

I have no ETA at present

Best regards

Steffen Baier