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Studio X50: No Device PIN for Lens.

JanCx
Occasional Contributor

Studio X50: No Device PIN for Lens.

Hi. 

We have just installed and upgraded a new X50 and would like to have the X50 registered in Lens.

In the Cloud Status it is pending -- : Registration Status: Pending

Device PIN: field is empty.

We have rebooted and tried Refresh Cloud Status several times. No luck.

Firmware are: 3.3.2-286154

Provider: Microsoft Teams

Any suggestions how to fix this !

 

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50: No Device PIN for Lens.

Hello @JanCx ,

 

Welcome to the Poly Community.

This is a known issue. Please sign up the device via Lens provisioning instead.


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
Message 2 of 6
JanCx
Occasional Contributor

Re: Studio X50: No Device PIN for Lens.

We haven't setup Lens for provision and it shouldn't be necessary to add the X50's that way. Currently we have 15 pcs X50's in Lens - all added with the Pin.

But since it is a well known issue I wonder why this haven't been fixed by Poly in the latest release.

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50: No Device PIN for Lens.

Hello @JanCx ,

 

To my own personal knowledge, this was only introduced in 3.3.2. Therefore please use Lens to provision the endpoint.

 

If this fails try to downgrade, then enroll and upgrade again.

 

If this is outside your scope work with Poly support.

 

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
Message 4 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50: No Device PIN for Lens.

Hello @JanCx 

 

https://info.lens.poly.com/docs/onboard/provisioning-video#onboard-a-single-video-device-using-provi...

 

Best regadrs

 

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
Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X50: No Device PIN for Lens.

Hello @JanCx ,

 

We just released 3.4.0 >here< and I have this internally marked to fix this PIN issue. It is not mentioned in the Release notes.

 

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
Message 6 of 6