Solved: Re: Studio X50: No Device PIN for Lens.

JanCx · ‎04-20-2021

Hi.

We have just installed and upgraded a new X50 and would like to have the X50 registered in Lens.

In the Cloud Status it is pending -- : Registration Status: Pending

Device PIN: field is empty.

We have rebooted and tried Refresh Cloud Status several times. No luck.

Firmware are: 3.3.2-286154

Provider: Microsoft Teams

Any suggestions how to fix this !

JanCx · ‎09-21-2021

Since we also have camera issues in all version from 3.3.2 when running Teams I have downgraded almost all our systems to 3.3.1. That solved the missing pin issue on the affected X50.

View solution in original post

SteffenBaierUK · ‎04-20-2021

Hello @JanCx ,

Welcome to the Poly Community.

This is a known issue. Please sign up the device via Lens provisioning instead.

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

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.

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

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

JanCx · ‎04-20-2021

We haven't setup Lens for provision and it shouldn't be necessary to add the X50's that way. Currently we have 15 pcs X50's in Lens - all added with the Pin.

But since it is a well known issue I wonder why this haven't been fixed by Poly in the latest release.

SteffenBaierUK · ‎04-21-2021

Hello @JanCx ,

To my own personal knowledge, this was only introduced in 3.3.2. Therefore please use Lens to provision the endpoint.

If this fails try to downgrade, then enroll and upgrade again.

If this is outside your scope work with Poly support.

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

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.

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

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

SteffenBaierUK · ‎04-21-2021

Hello @JanCx

https://info.lens.poly.com/docs/onboard/provisioning-video#onboard-a-single-video-device-using-provi...

Best regadrs

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.

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

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

SteffenBaierUK · ‎05-11-2021

Hello @JanCx ,

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

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

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.

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

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Bartosz_SLX · ‎05-18-2021

There is no update after upgrading to 3.4 still no pin available

SteffenBaierUK · ‎05-19-2021

Hello @Bartosz_SLX ,

Welcome back to the Poly Community.

Was the unit provisioned by Lens instead of the PIN option? I suggest you work with our support team.

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

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.

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

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Black Brian · ‎06-22-2021

Same as discussed in this tread. Got a Device Pin but Lens did not accept it. Went to look for the Device Pin again and there was no Pin. I will read the earlier notes again or try and start from scratch in the morning. X50 and TC8 now using Ver 3.5.0. I do not remember this issue in Dec 2020 set ups.

Thanks

BB

JanCx · ‎09-21-2021

Since we also have camera issues in all version from 3.3.2 when running Teams I have downgraded almost all our systems to 3.3.1. That solved the missing pin issue on the affected X50.