Update - The fix will require a new version of Poly endpoint firmware and a new version of Poly Lens desktop software.

Customers impacted by this problem are encouraged to upgrade to the following versions:
+ CCX / C60 / Trio 8300/ Edge E - 8.1.2
+ CCX / C60 / Trio 8300/ Edge E - MS Teams Support 8.1.2
+ VVX 411/502 (no SFB support) - 6.4.5
+ Trio 8500 / 8800 / Visual+ - 7.2.6
+ G7500, Studio X30, X50, X70 - 4.0.0 (available for download from Poly Lens)
+ Studio USB - 2.1.1
+ Lens Desktop 1.1.26

Pending FW Releases
+ VVX 300/310, 400/410, 500, 600 (upgraded from 5.9.7 Rev F required)
+ VVX SFB Support (upgrade from 6.3.1 required)

This incident will be updated as new releases of software are posted online.

May 19, 2023 - 13:47 MDT
Update - We are continuing to monitor for any further issues.
Mar 24, 2023 - 16:18 MDT
Monitoring - A device’s connected status may incorrectly display as offline. This is visible on the Device Inventory and Device Details page. The following functions are unavailable when a device is offline: Restart, Factory Reset, Dial-out, Packet/Screen Capture, and Download Logs. All other Poly Lens functions remain unaffected.

The fix will require a new version of Poly endpoint firmware and a new version of Poly Lens desktop software. Customers impacted by this problem are encouraged to upgrade to the following versions:
+ CCX / C60 / Trio 8300/ Edge E - 8.1.0
+ CCX / C60 / Trio 8300/ Edge E - MS Teams Support 8.0.2 Rev D
+ VVX 411/502 - 6.4.3. Rev I
+ Trio 8500 / 8800 / Visual+ - 7.2.5
+ G7500, Studio X30, X50, X70 - 4.0.0 (available for download from Poly Lens)
+ Studio USB - 2.1.1

Pending FW Releases
+ Lens Desktop 1.1.15
+ VVX 300/310, 400/410, 500, 600 (upgraded from 5.9.7 Rev F required)
+ VVX SFB Support (upgrade from 6.3.1 required)

This incident will be updated as new releases of software are posted online.

Mar 24, 2023 - 04:15 MDT
Poly RealConnect Operational
NALA
Operational
EMEA
Operational
APAC
Operational
Licensing
Operational
Calling
Operational
Scheduling
Operational
RealConnect Tenant Report Operational
One Touch Dial Service Operational
Poly Cloud Operational
Poly Device Management Service for Enterprise (PDMS-E) Operational
Poly Cloud Services Administration Portal Operational
Poly Lens
Operational
Poly Zero Touch
Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
NOTICE:

Poly has announced the End of Sale for PDMS-E as of Dec 15, 2021 to take effect on Feb 15, 2022. To allow our customers adequate time to migrate, we are providing them an extension to the duration of the active PDMS-E service at no cost. Current PDMS-E licenses will not expire until the end of the extension period, which is Oct 1, 2022.

LEARN MORE:

Poly Lens Overview (video)
Account Creation (video)
Invite Team Members (video)
Poly Lens Provisioning and Onboarding Network Devices (video)
Try Poly Lens at NO CHARGE
Check out the Poly Lens Documentation Portal
Speak with your account manager for more information


Interested in participating in the PDMS-E to Poly Lens migration beta? Email betasupport@poly.com

Posted on Dec 17, 2021 - 15:44 MST
As of October 1st, 2022 Microsoft will remove Basic Authentication to Exchange Online. See https://techcommunity.microsoft.com/t5/exchange-team-blog/basic-authentication-deprecation-in-exchange-online-september/ba-p/3609437. for additional details. Optionally, you can file a one-time request to extend the timeframe to January 2023 as outlined in the section “Opting Out”. To eliminate any disruption in service Poly recommends to take IMMEDIATE action to review your OTD configuration, in case you do use basic authentication/auto-registration.

If your OTD tenant is already integrated using OAuth and your video devices have calendaring service configured to authenticate using OTD generated credentials, no action is required from you at this time.

However, if your OTD tenant still has video devices with calendaring service configured in auto-registration mode (where O365 credentials are configured directly in the calendar settings of the Poly video device while pointing the server address setting to otd.plcm.vc), Poly recommends you to take IMMEDIATE ACTION and change your authentication type from auto-registration to OTD generated credentials model prior to upcoming October 1st. Detailed instructions on how to create a device, generate new device credentials and configure a Poly device can be found in our online documentation at https://otd.plcm.vc/support/docs/devices/registering-a-device. Failure to update the authorization type to OAuth and re-authorize the calendar integration will result in disruption of auto registration model for Poly endpoints to OTD which utilizes Basic Authorization at the time of deprecation.

It is recommended that any existing OTD configuration using auto registration migrate over to the service account or application identity models before the October 1st deadline set by Microsoft. It is highly recommended to no longer use automatic registration in any new deployments. Any organization setting up the OTD service with Exchange Online for the first time now should use the application identity model outlined in our online documentation at https://otd.plcm.vc/support/docs/calendars/office365-connect-as-application.

If you have any questions, please contact Poly Global Support Services.

Posted on Sep 14, 2022 - 19:28 MDT
Past Incidents
Sep 25, 2023

No incidents reported today.

Sep 24, 2023

No incidents reported.

Sep 23, 2023

No incidents reported.

Sep 22, 2023

No incidents reported.

Sep 21, 2023

No incidents reported.

Sep 20, 2023

No incidents reported.

Sep 19, 2023
Resolved - Amazon AWS resolved performance issue.
Sep 19, 10:11 MDT
Identified - We are currently experiencing increased error rates and performance lag due to a confirmed network issue by AWS. They have identified the root cause and are working on a mitigation. We'll continue monitoring the issue and update the status as more information becomes available.
Sep 18, 14:18 MDT
Sep 18, 2023
Sep 17, 2023

No incidents reported.

Sep 16, 2023

No incidents reported.

Sep 15, 2023
Completed - The scheduled maintenance has been completed.
Sep 15, 18:00 MDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 15, 17:01 MDT
Scheduled - We will be undergoing maintenance and the system may be periodically unavailable or experience performance degradation during this time.
Sep 15, 12:57 MDT
Resolved - This incident has been resolved.
Sep 15, 11:03 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
Sep 14, 21:25 MDT
Identified - The cause for the issue has been identified and a fix is pending.
Sep 14, 13:59 MDT
Investigating - No calls are impacted, the issue only impacts RealConnect reporting. We are currently investigating the issue.
Sep 13, 13:08 MDT
Sep 14, 2023
Sep 13, 2023
Resolved - This incident has been resolved.
Sep 13, 09:42 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
Sep 12, 15:07 MDT
Investigating - We are experiencing some performance issues in Poly Lens resulting in delays loading device details information. We are currently investigating...
Sep 12, 14:06 MDT
Sep 12, 2023
Resolved - This incident has been resolved. There was a memory issue in one of our clusters that was addressed.
Sep 12, 19:11 MDT
Investigating - We are currently investigating this issue.
Sep 12, 18:41 MDT
Resolved - This incident has been resolved.
Sep 12, 18:39 MDT
Identified - The issue only impacts Clariti orders placed before December 8th. The Poly Order management team is working to address this issue.
Dec 16, 12:41 MST
Update - The issue only appears to impact Clariti Perpetual and Clariti Manager Licenses. Poly+ licenses are not impacted by this issue.
Dec 15, 18:45 MST
Investigating - We are currently experiencing issues activating licenses through the Lens portal. If you need to activate a license immediately please contact Poly/HP tech support.
Dec 15, 17:27 MST
Sep 11, 2023

No incidents reported.