Scenario: You have configured DHCP Options on your Voice VLAN to enroll Poly devices in Poly Lens. You have a device managed in Poly Lens that is currently configured in Skype for Business mode and has a user signed in. You are attempting to re-configure the device to sign into the Microsoft Teams SIP Gateway. You assign a policy with the Lens Assisted Provisioning Feature under Integrations > Microsoft Teams > SIP Gateway enabled and initiate a Factory Reset from the Device page to remove all existing local configuration settings.
Expected result: After the factory reset completes and the device receives its new policy, it is provisioned for the Teams SIP Gateway and can be successfully signed in.
Actual result: In addition to the Teams SIP Gateway settings, Poly Lens re-applies a backup of local device settings that pertain specifically to the 3PIP gateway. These settings prevent the device from signing into the Teams SIP Gateway. These settings can be viewed from the This Device Tab as documented here.
Workaround: Immediately after initiating the Factory Reset, delete the existing entry for the device in Poly Lens. Once the device boots back up and is directed to re-enroll in Poly Lens by the DHCP Option, find the new device entry, assign the Lens Assisted Provisioning Feature policy and initiate a device reboot.
I hope this helps someone avoid several frustrating days of troubleshooting and an embarrassing email to a Microsoft Support rep explaining that the issue wasn't on their end after all.
I made the internal team aware and am awaiting their feedback.
If official support is required please check how to phone or open a case here----------------
Hi Steffen, any update on this?