Re: Poly Lens Provisioning issue

JohnG0703 · ‎04-20-2023

Currently having an issue with Polycom VVX devices being unable to connect to provisioning URL. This was working up till Wednesday morning but today fails trying to connect to provisioning URL with

13:58:10.061 192.168.0.56 local0.error 0420135809|copy |4|00|SSL_connect error Peer certificate cannot be authenticated with known CA certificates.SSL certificate problem, verify that the CA cert is OK. Details:
error:14090086:SSL routines:ssl3_get_server_certificate:certificate verify failed

This also means that provisioned devices show as offline as they cannot connect to Tenant. Is this a known issue?

SteffenBaierUK · ‎04-20-2023

Hello @JohnG0703 ,

welcome back to the Poly community.

I suggest to bookmark or subscribe to https://status.plcm.vc/

There was an issue earlier today. I suggest to try again.

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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JohnG0703 · ‎04-20-2023

Thanks Steffen

I had subscribed to the status updates but only showed System Maintenance for yesterday morning.

Provisioned device is now showing as online in portal but still seeing SSL error in device logs.

New device being provisioned shows same SSL error but will not connect and doesn't show up in Inventory.

Currently trying some additional testing.

Thanks

John

Benjamin D. · ‎04-20-2023

Same here. All the already configurated phone in lens (+400) are not able to connect to lens since Wednesday around 16:30 EST.

We a currently unable to provision new phone. All connexion to poly lens provisionning URL give us a TCP RESET FROM CLIENT.

If we try to open your provisonning URL in a browser (xxxxx be our ID: https://txxxxx.deviceprovisioning.dm.lens.poly.com/), we receive a "504 Gateway Time-out".

Is there a outage from some tenant?

SteffenBaierUK · ‎04-21-2023

Hello @Benjamin D. and @JohnG0703

the issue should be fixed since yesterday evening. Please work with our support team if you still see an issue.

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

JohnG0703 · ‎04-21-2023

Hi Steffen

All working this morning. Going by update it was fixed around 05:40 GMT.

Thanks