After updating a new out of the box CCX 500 to software version 5.9.13.0306 the phone appear offline in Teams admin center. With the initial software there was no issue. Also enabling the web interface was not possible due to the missing option in Admin Only -> Debug in this version. To resolve this i had to select the Skype for Business profile, enabled the web interface and downgraded the phone to version 5.9.12.1122. After the reboot i saw a message software update failed (Which I also repeatedly saw with version 5.9.13.0306) but the phone seems to function ok. Performed a additional Reset to factory and after this selected the MSTeams profile, logged the user in and the phone has now a option to enable web interface and it appears online again. I this a familiar issue? I have not updated again to version 5.9.13.0306.
Solved! Go to Solution.
Hi Steffen, final wrap-up. I retired and delete all previous device entries from the specific user and the CCX 500 in question in Microsoft Endpoint Manager admin center , but did not removed the last registered entry. Then went to the Teams admin center and initiated the update for the CCX 500 to version 5.9.13.0306. After this everything is functioning as expected. In Teams admin center the phone is online.
Your direction to the new location of the Web User interface in this version can also be confirmed.
Hello @Beyond Conference ,
Welcome back to the Poly Community.
What do you mean it appears offline?
Are you using this URL: https://devicemanagement.microsoft.com/#home
In the above 2nd link , you can add additional columns to add the model and serial.
For the 1st URL we had a "similar" sounding case and the issue was on the Microsoft End (The Microsoft ticket reference was 20205547):
Regarding the Web Interface:
If you still have issues I suggest you raise a ticket.
In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.
End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here
If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Hello Steffan, thanks for your reply.
The status offline was within Microsoft Teams admin center and not in Microsoft Endpoint manager center.
url: https://admin.teams.microsoft.com/devices/ipphones-userphones.
I will clean up the database and upgrade it to the latest version again. And also see that the web interface can be enabled in this version according to your writing.
p.s.
During cleaning up I saw that the CCX 400 is wrong branded when adding the column see print..
Hello @Beyond Conference
the CCX400 is a cheaper entry-level phone developed by a different team. I believe the next 6.x.x.x release will address this and the serial displayed.
Best Regards
Steffen Baier
Hi Steffen, final wrap-up. I retired and delete all previous device entries from the specific user and the CCX 500 in question in Microsoft Endpoint Manager admin center , but did not removed the last registered entry. Then went to the Teams admin center and initiated the update for the CCX 500 to version 5.9.13.0306. After this everything is functioning as expected. In Teams admin center the phone is online.
Your direction to the new location of the Web User interface in this version can also be confirmed.