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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎08-06-2020 10:16 AM

HP Recommended

I'm having an issue with our fleet of Trio 8800s and Poly Lens. When I enter the provisioning details on the Trio 8800 it's working and get's all its settings but then shows up in Lens as offline. If I go to the web GUI of the Trio 8880 > Diagnostics > Cloud Status it shows as Offline. This is happening to about 50% of our devices we provision for Lens.

I've tried deleting it from Lens and re-adding it.
I've tried deleting it from Lens and rebooting the Trio 8800.

I've tried deleting it from Lens and factory resetting the Trio 8800.

 

All does the same thing, provisions the Trio with the global settings from Lens and adds it to Lens with all it's info (MAC, IP etc..) but shows as an offline device and I can't edit it anymore. 

9 REPLIES 9

‎08-07-2020 06:54 AM

HP Recommended

Hello @aguarino-TPCi ,

 

Welcome to the Poly Community.

 

Have a look >here< as this sounds similar. Do you use a proxy?

 

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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎08-07-2020 09:41 AM

HP Recommended

Hey Steffen,

 

>here< in your post doesn't link anything. We don't use a proxy as well.

 

Thanks. 

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‎08-07-2020 10:04 AM

HP Recommended

Hi @aguarino-TPCi 

 

I added the link above so double-check the logs for similar errors.

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-07-2020 12:17 PM

HP Recommended

Thanks Steffen. I didn't see the same errors. I have attached a redacted log. 

app.log
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‎08-11-2020 10:24 AM

HP Recommended

Should I open a support ticket for this? As I mentioned before we don't use a web proxy. A handful of our devices are online and working fine from the exact same VLAN.

 

The devices that fail start out online, provision to Lens and then Lens applies all our global policy to them and they fall offline according to Lens even though they are in fact online. It's seemingly random, other new devices provision from the same VLAN and work just fine. 

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‎08-11-2020 10:34 AM

HP Recommended

Hi @aguarino-TPCi 

 

I am not sure how successful this would be for you as an end customer but I would try. Please share the SR starting usually with 1-

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-11-2020 10:56 AM

HP Recommended

Service Request Number 1-17761604311

 

It would be pretty disappointing if Poly Support just shrugs at this. 

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‎08-12-2020 01:52 AM

HP Recommended

Hello @aguarino-TPCi 

 

I have seen this was closed as usually End Customers are not able to work directly with Poly support. As this is based in North America I am working with the team there to see if they re-open it.

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎08-12-2020 08:53 AM

HP Recommended

Thanks Steffen.

Does anything stand out to you in the log file that I should look into?

 

 

app (2).log
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