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- Re: Studio X50 & Poly Lens postal
Create an account on the HP Community to personalize your profile and ask a question
04-27-2021 07:34 AM
Device on old firmware 3.2.1.????? changed to Teams (from Zoom), after reboot gave me option to register & it appeared fine on Lens portal.
Then upgraded (local web gui login) to 3.3.2-286154 with Teams & it never ever connected back to Lens
It only shows OFFLINE
Something is not right!?
Solved! Go to Solution.
Accepted Solutions
04-28-2021 03:08 AM
Hello @spgsitsupport
same reply as here for both the missing PIN and the manual provisioning:
https://community.polycom.com/t5/Video-Endpoints/Studio-X50-No-Device-PIN-for-Lens/m-p/113915#M14961
Best Regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-28-2021 12:51 AM
Hello @spgsitsupport ,
Welcome to the Poly Community.
I believe I have seen this internally and it seems to be a known issue. This is based on the error description given. If you want more details I urge you to contact our support team.
A workaround, for the known issue, is to add the provisioning details into the Studio X device so it communicates with Lens.
The above is based on assumption as I have not seen any logs showing a similar issue.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-28-2021 01:26 AM
add the provisioning details into the Studio X device so it communicates with Lens.
And what details would they be?
I use MS Account login details to Lens management site
Thanks
Seb
edit
It seems that it requires the Cloud to be ticked, but the wording is awful (looks like someting optional):
I agree to participate in the collection of usage data that will allow Poly to improve their products and services.
Once ticked the unit that was registered earlier is Online
But another unit I have (not yet registered) does not provide PIN for registration (not in GUI, nor on the screen)
04-28-2021 03:08 AM
Hello @spgsitsupport
same reply as here for both the missing PIN and the manual provisioning:
https://community.polycom.com/t5/Video-Endpoints/Studio-X50-No-Device-PIN-for-Lens/m-p/113915#M14961
Best Regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
04-28-2021 03:23 AM
@SteffenBaierUK wrote:
I believe I have seen this internally and it seems to be a known issue. This is based on the error description given. If you want more details I urge you to contact our support team.
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
05-11-2021 02:57 AM
Hello @spgsitsupport ,
We just released 3.4.0 >here< and I have this internally marked to fix this PIN issue. It is not mentioned in the Release notes.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
05-11-2021 03:17 AM
Hello @spgsitsupport ,
Welcome back to the Poly Community.
Is this with the device running 3.4.0?
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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