The fix requires new versions 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 (or later) versions of FW:
+ CCX / C60 / Trio 8300/ Edge E - 8.1.4 (initial fix introduced in 8.1.2) + VVX 411/502 (no SFB support) - 6.4.6 (initial fix introduced in 6.4.5) + Trio 8500 / 8800 / Visual+ - 7.2.6 + G7500, Studio X30, X50, X70 - 4.1.1 (initial fix introduced in 4.0.0) + Studio USB - 2.1.1 + Lens Desktop - 1.2 (initial fix introduced in 1.1.26) + VVX 300/310, 400/410, 500, 600 – 5.9.8 + VVX Skype for Business (SfB) – Customers are recommended to upgrade to the non-SfB 6.4.6 FW release and leverage the MS Teams SIP Gateway feature within Poly Lens.
Posted Nov 16, 2023 - 13:08 MST
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.
Posted May 19, 2023 - 13:47 MDT
Update
We are continuing to monitor for any further issues.
Posted 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.