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 release of Poly hardware endpoints and 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
Update - We are continuing to monitor for any further issues.
Mar 24, 2023 - 16:17 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
Mar 24, 2023 - 16:09 MDT
Investigating - We are experiencing elevated error rates and performance issues periodically impacting login and operation of Poly Lens. Engineering is currently investigating the issue.
Mar 24, 2023 - 09:32 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 ? Degraded Performance
Degraded Performance
Partial Outage
Major Outage
Scheduled Maintenance

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.


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
Mar 30, 2023

No incidents reported today.

Mar 29, 2023

No incidents reported.

Mar 28, 2023

No incidents reported.

Mar 27, 2023

No incidents reported.

Mar 26, 2023

No incidents reported.

Mar 25, 2023

No incidents reported.

Mar 24, 2023

Unresolved incidents: Poly Lens - Performance Issues, Poly Lens – Inconsistent Device Online Status.

Mar 23, 2023

No incidents reported.

Mar 22, 2023

No incidents reported.

Mar 21, 2023

No incidents reported.

Mar 20, 2023

No incidents reported.

Mar 19, 2023

No incidents reported.

Mar 18, 2023

No incidents reported.

Mar 17, 2023
Resolved - This incident has been resolved. We will update with a post incident report once we receive an RCA from our cloud provider.
Mar 17, 18:13 MDT
Monitoring - A fix has been implemented and we are monitoring the results.
Mar 16, 20:37 MDT
Update - We are still actively investigating the telemetry delivery issues with our service.
Mar 16, 20:20 MDT
Investigating - Our monitoring tools have detected issues in delivering device telemetry messages to Poly Lens, which is impacting inventory reporting, call state, and other related functionalities. We have escalated this issue to our cloud provider and are actively investigating the underlying cause.
Mar 16, 17:45 MDT
Mar 16, 2023