Monitoring - A fix has been implemented and we are monitoring the results.
Jun 01, 2023 - 07:08 MDT
Identified - We are currently experiencing an issue where Poly phones located in non-Americas SIP Gateway Regions are not able to sign in to MS Teams SIP Gateway if provisioned via Poly Lens.
May 31, 2023 - 12:56 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
May 26, 2023 - 16:22 MDT
Identified - The issue has been identified and a fix is being implemented.
May 26, 2023 - 08:39 MDT
Update - We are continuing to investigate this issue.
May 24, 2023 - 15:44 MDT
Update - We are continuing to investigate this issue.
May 22, 2023 - 11:13 MDT
Investigating - We are currently experiencing issues where Poly phones are not able to sign in to MS Teams SIP Gateway if provisioned via Poly Lens.
May 19, 2023 - 13:38 MDT
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
Identified - The issue only impacts Clariti orders placed before December 8th. The Poly Order management team is working to address this issue.
Dec 16, 2022 - 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, 2022 - 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, 2022 - 17:27 MST
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
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
Jun 3, 2023

No incidents reported today.

Jun 2, 2023
Resolved - This incident has been resolved.
Jun 2, 11:21 MDT
Investigating - We are currently investigating this issue. The issue impacts the ability to update an individual device.

Model, Site, and Group Policy are not impacted by this issue.

Jun 2, 08:41 MDT
Jun 1, 2023

Unresolved incident: Poly Lens - Unable to sign into MS Teams SIP Gateway.

May 31, 2023
May 30, 2023

No incidents reported.

May 29, 2023

No incidents reported.

May 28, 2023

No incidents reported.

May 27, 2023

No incidents reported.

May 26, 2023

Unresolved incident: Poly Lens – Inconsistent Device Online Status.

May 25, 2023

No incidents reported.

May 24, 2023
Resolved - This incident has been resolved.
May 24, 16:33 MDT
Update - The fix has now been deployed to all regions and we are monitoring.
May 23, 20:45 MDT
Monitoring - A fix has been implemented in one of our deployments and we are monitoring the results. In addition, we have observed a dramatic decrease in the instances of the issue across the deployments. We will continue implementing the fix in the rest of the deployments and continue to monitor.
May 23, 11:39 MDT
Update - A fix is currently being tested in our staging environment.
May 20, 09:55 MDT
Update - We continue to work on the fix with the highest urgency and will update once an ETA is available.
May 19, 10:01 MDT
Identified - As a joint discovery with Microsoft, we have identified root cause and are actively working on a fix for testing and release.
May 18, 15:06 MDT
Investigating - Poly/HP and Microsoft are actively investigating the issue. Redialing the call will in most cases resolve the issue.
May 18, 11:08 MDT
May 23, 2023
May 22, 2023
May 21, 2023

No incidents reported.

May 20, 2023