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CCX 500 "cannot connect to microsoft intune"

Occasional Visitor

CCX 500 "cannot connect to microsoft intune"

We are rolling out CCX 500s for users and we have one problem child device.  This unit after a factory reset will work but the next time a user attempts to login they are prompted "The company portal cannot connect to Microsoft intune.  This might be due to an issue with your network connection."  After a reset it will work and the problem persists for any user and even on different network drops.


Thoughts?  I do not have hands on access to the device so i do not know the firmware but i'm thinking that we need someone onsite to assist with an upgrade.



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Polycom Employee & Community Manager

Re: CCX 500 "cannot connect to microsoft intune"

Hello @jlayton1979 ,


Welcome to the Poly Community.


Is this just affecting this one device and or does this follow the account used if another device is using the user account?


A quick way to check the firmware, for now, would be to log on to:


If you add the column to display the serial and it displays a Poly 64167F MAC then you are on the latest


If it does not display this then you are either on a Microsoft TAP and/or on the older release


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

Best Regards

Steffen Baier

The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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
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