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‎12-24-2025 10:43 AM - edited ‎12-24-2025 10:43 AM

HP Recommended

Hello,

I've seen this issue posted numerous times but have yet to find a resolution. Most endpoints show good status and provisioning. However, we have many CCX 500s in Lens and numerous endpoints show good provision and the phones work but display as Offline. Their cloud connector status consistently shows offline and fails to restart. All of these phones are up to date. Although I have found an occasional unit which is in Generic profile, this seems to happen mostly with units on Teams profile. Apologies if the attached is not as expected. I couldn't find a way to post the log as a file so I inserted as code. This is post phone reboot.

1224104124|app1 |4|00|Restarting Cloud-connector...
1224104129|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224104438|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224104438|pcc  |4|00|Cloud-connector restart attempt 1 in 8 minutes after normal exit
1224105238|app1 |4|00|Restarting Cloud-connector...
1224105243|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224105259|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224105259|pcc  |4|00|Cloud-connector restart attempt 2 in 10 minutes after normal exit
1224110259|app1 |4|00|Restarting Cloud-connector...
1224110304|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224110320|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224110320|pcc  |4|00|Cloud-connector restart attempt 3 in 14 minutes after normal exit
1224111720|app1 |4|00|Restarting Cloud-connector...
1224111725|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224111859|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224111859|pcc  |4|00|Cloud-connector restart attempt 4 in 22 minutes after normal exit
1224114059|app1 |4|00|Restarting Cloud-connector...
1224114100|pcc  |4|00|Failed to contact Lens-Connector in the past 1415 sec. Reconnecting...
1224114100|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224114100|pcc  |4|00|Cloud-connector restart attempt 5 in 38 minutes after normal exit
1224121628|app1 |*|00|Event: Multiple Key Combo 1
1224121628|app1 |*|00|Manual Reboot
1224121629|ldap |4|00|[start] xferStart failed cState=-1
1224121629|wdog |*|00|Ignoring HW watchdog set during debug
1224121629|clist|4|00|dbJson::requestSubmit:<DESTROY> - failed
1224121631|usb  |4|00|MSR Shutdown failed to complete
1224121631|apps |*|00|cfgParamAndroidShutdown: Shutting down Android services
1224121634|so   |*|00|SoNcasC::procMsg: all client services were completed and shutdown.
1224121634|so   |*|00|Set shutdown watchdog
1224121635|wdog |*|00|Watchdog Expired: tSupObjs, 12825 444, rf=0 crf=1
1224121635|wdog |*|00|Other running WD timers:
1224121635|wdog |*|00|	tApp0, 39501 12345, initial value:361000ms time left:354000ms
1224121635|wdog |*|00|	tSupObjs, 12825 555, initial value:21000ms time left:19000ms
1224121635|wdog |*|00|	reboot tApp0, 39501 123, initial value:301000ms time left:294000ms
1224121635|wdog |*|00|Total other running WD timers: 3
1224121636|log  |*|00|---------- Final log entry ----------
000051.525|rdisk|*|00|Initial log entry. Current logging level 4
000051.531|rdisk|*|00|RAM disk created and mounted at "/data/polycom/rfs0"
000051.531|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000051.537|log  |*|00|---------- Initial log entry ----------
000051.538|so   |*|00|Phone Information
000051.538|so   |*|00|Platform: Model=CCX 500, Assembly=3111-49710-001 Rev=K Region=0
000051.538|so   |*|00|Platform: Variation 0-1-0-0-0-0-0-0 TeamsButton 12
000051.538|so   |*|00|Platform: Serial Number=48256745B566
000051.538|so   |*|00|Platform: Base Profile is Microsoft Teams(3)
000051.538|so   |*|00|Platform: Interface    eth0 MAC=48:25:67:45:B5:66
000051.538|so   |*|00|Platform: Updater=9.3.1.0062 03-Dec-25 00:16
000051.538|so   |*|00|Platform: Updater Signature=Release (00000080)
000052.248|so   |*|00|Factory Certificate INSTALLED
000052.248|so   |*|00|Active Slot _a
000052.248|so   |*|00|Unsecure Boot, Fuse Not-programmed
000052.248|so   |*|00|AVB status is Locked
000052.248|so   |*|00|Application, main: Label=SIP, Version=JacksonHole A 9.3.1.0062 03-Dec-25 00:16
000052.248|so   |*|00|Ethernet is enabled
000052.249|so   |*|00|PoE-Type-0 is detected
000052.249|sntp |*|00|Initial log entry. Current logging level 4
000052.249|pwrsv|*|00|Initial log entry. Current logging level 4
000052.249|rdisk|*|00|RAM disk created, size: 67,108,864 bytes
000052.249|apps |*|00|Initial log entry. Current logging level 4
000052.250|mfa  |*|00|Initial log entry. Current logging level 4
000052.250|bsp  |*|00|Initial log entry. Current logging level 4
000052.250|hwsec|*|00|Initial log entry. Current logging level 4
000052.288|tls  |*|00|Initial log entry. Current logging level 4
000052.293|pmt  |*|00|Initial log entry. Current logging level 4
000052.299|hw   |*|00|Initial log entry. Current logging level 4
000052.299|wdog |*|00|Initial log entry. Current logging level 4
000052.300|ares |*|00|Initial log entry. Current logging level 4
000052.300|dns  |*|00|Initial log entry. Current logging level 4
000052.300|cfg  |*|00|Initial log entry. Current logging level 4
000052.300|lic  |*|00|Initial log entry. Current logging level 4
000052.300|cfg  |*|00|Prm|The current base profile is MSTeams
000052.303|appsm|*|00|Initial log entry. Current logging level 4
000052.303|apps |*|00|App MSTeams is now enabled
000052.383|dot1x|*|00|Initial log entry. Current logging level 4
000052.414|curl |*|00|Initial log entry. Current logging level 4
000052.414|utilm|*|00|Initial log entry. Current logging level 4
000052.414|copy |*|00|Initial log entry. Current logging level 4
000052.414|rtos |*|00|Initial log entry. Current logging level 4
000052.425|dasvc|*|00|Initial log entry. Current logging level 4
000052.426|pwr  |*|00|Initial log entry. Current logging level 4
000052.426|res  |*|00|Initial log entry. Current logging level 4
000052.428|sec  |*|00|Initial log entry. Current logging level 4
000052.429|so   |*|00|Configuration files: 48256745b566-provisioning.cfg
000052.429|so   |*|00|Configuration file["48256745b566-provisioning.cfg"], SHA1 digest:[d0e04da0e676a6aa96896dfd8940352ea5b11d17]
000052.429|cfg  |4|00|Prm|Configuration file(s) statistics: 3 parameters were invalid and could not be interpreted.
000052.439|log  |*|00|Log render level set to 1
000052.448|pwr  |*|00|Powering up CAM  Port 0 
000052.450|drvc |*|00|Initial log entry. Current logging level 4
000052.450|srtp |*|00|Initial log entry. Current logging level 4
000052.470|httpa|*|00|Initial log entry. Current logging level 4
000052.470|lldp |*|00|Initial log entry. Current logging level 4
000052.470|cdp  |*|00|Initial log entry. Current logging level 4
000052.470|pcd  |*|00|Initial log entry. Current logging level 4
000052.471|ssps |*|00|Initial log entry. Current logging level 4
000052.471|dbuf |*|00|Initial log entry. Current logging level 4
000052.471|audjb|*|00|Initial log entry. Current logging level 4
000052.471|ips  |*|00|Initial log entry. Current logging level 4
000052.490|ssps |*|00|Using HostServices Label=HostServices Proline ARMA9, Version=1.1.0.0019 18-Jun-2019 16:06
000052.581|dhcpc|*|00|Initial log entry. Current logging level 4
000052.596|cfg  |*|00|RT|Network eth0 link went up
000052.596|cfg  |4|00|RT|[cfgRtDnsSrcGet] Error with result of cfgDhcDomainNameOptionGet: -1
000052.596|cfg  |*|00|RT|   Time server is time.windows.com.
000052.804|ssps |*|00|Downloaded DSP successfully using default image.
000052.805|so   |*|00|System Info Reports:
000052.805|so   |*|00|  Cpu is ARMv8 Processor rev 4 (v8l), ID: unknown, running at 1800MHz.
000052.805|so   |*|00|  Board is identified as PolyCCX-CCX_500.
000052.805|so   |*|00|  DRAM_SIZE: 1920 MB
000052.805|key  |*|00|Initial log entry. Current logging level 4
000052.806|httpd|*|00|Initial log entry. Current logging level 4
000052.806|nginx|*|00|Initial log entry. Current logging level 4
000052.811|poll |*|00|Initial log entry. Current logging level 4
000052.811|push |*|00|Initial log entry. Current logging level 4
000052.811|poll |*|00|Initial log entry. Current logging level 4
000052.811|poll |*|00|Initial log entry. Current logging level 4
000052.811|rest |*|00|Initial log entry. Current logging level 4
000052.811|poll |*|00|Initial log entry. Current logging level 4
000052.812|poll |*|00|Initial log entry. Current logging level 4
000052.812|poll |*|00|Initial log entry. Current logging level 4
000052.812|ht   |*|00|Initial log entry. Current logging level 4
000052.812|ht   |*|00|HTTP test automation is initialized.
000052.814|ice  |*|00|Initial log entry. Current logging level 4
000052.814|afe  |*|00|Initial log entry. Current logging level 6
000052.819|pps  |*|00|Initial log entry. Current logging level 4
000052.820|sip  |*|00|Initial log entry. Current logging level 4
000052.820|sipt |*|00|Initial log entry. Current logging level 4
000052.820|sipp |*|00|Initial log entry. Current logging level 4
000052.820|ptt  |*|00|Initial log entry. Current logging level 4
000052.820|btoe |*|00|Initial log entry. Current logging level 4
000052.821|btpps|*|00|Initial log entry. Current logging level 4
000052.822|usbpp|*|00|Initial log entry. Current logging level 4
000052.822|teams|*|00|Initial log entry. Current logging level 4
000052.822|ppsap|*|00|Initial log entry. Current logging level 4
000052.823|ws   |*|00|Initial log entry. Current logging level 4
000052.935|ssps |*|00|Application, comp. 1: Label=PolyDSP Proline ARMA9, Version=12.1.0.1031 27-JUN-2025 16:01
000052.987|mcu  |*|00|Initial log entry. Current logging level 4
000052.987|pkt  |*|00|Initial log entry. Current logging level 4
000052.987|fur  |*|00|Initial log entry. Current logging level 4
000052.987|vsr  |*|00|Initial log entry. Current logging level 4
000052.987|statn|*|00|Initial log entry. Current logging level 4
000052.987|statc|*|00|Initial log entry. Current logging level 4
000052.989|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.990|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Mute
000052.990|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.990|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Unmute
000052.990|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.990|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Mute Reminder
000052.992|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.992|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Mute
000052.992|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.992|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Unmute
000052.992|so   |5|00|[SoToneC]: Attempt to parse invalid default sound
000052.992|so   |4|00|SoCoreAudioC: Default wave file could not be loaded of sound effect Mute Reminder
000053.109|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Handset Tx DRC NG enable
000053.109|ssps |*|00|DSP Log: utilIPSInit: Ping address: 0xf10377f0
000053.109|ssps |*|00|DSP Log: utilIPSInit: Pong address: 0xf104a3f0
000053.230|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Rx DRC NG enabled
000053.230|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Tx DRC NG enabled
000053.240|ssps |*|00|DSP Log: RPSetDRCNseGate: DRC_SetNoiseGate Hands Free Tx DRC NG enabled
000053.376|so   |*|00|Using TCP IP media port, configured initial RTP port 2222
000053.376|so   |*|00|Open SIP RTP media port range for audio: 2222 to 2269
000053.376|so   |*|00|Open SIP RTP media port range for video: 0 to 0
000053.376|so   |*|00|Open SIP RTP media port range for content: 0 to 0
000053.376|so   |*|00|Open SIP BFCP port range: 0 to 0
000053.377|so   |*|00|Lync RTP media port range for audio: 5350 to 5389
000053.377|so   |*|00|Lync RTP media port range for video: 0 to 0
000053.377|so   |*|00|Lync RTP media port range for content: 0 to 0
000053.381|so   |*|00|Not provisioning from USB
000053.382|so   |*|00|Using TCP IP media port, configured initial RTP port 2222
000053.382|so   |*|00|Open SIP RTP media port range for audio: 2222 to 2269
000053.382|so   |*|00|Open SIP RTP media port range for video: 0 to 0
000053.382|so   |*|00|Open SIP RTP media port range for content: 0 to 0
000053.382|so   |*|00|Open SIP BFCP port range: 0 to 0
000053.382|so   |*|00|Lync RTP media port range for audio: 5350 to 5389
000053.382|so   |*|00|Lync RTP media port range for video: 0 to 0
000053.382|so   |*|00|Lync RTP media port range for content: 0 to 0
000053.385|so   |*|00|Enabled voice quality monitoring for (Session) (Periodic)
000053.386|usb  |*|00|Initial log entry. Current logging level 4
000053.387|gbloc|*|00|Initial log entry. Current logging level 4
000053.387|app1 |*|00|Initial log entry. Current logging level 4
000053.487|ldap |*|00|Initial log entry. Current logging level 4
000053.487|bluet|*|00|Initial log entry. Current logging level 4
000053.516|btapp|*|00|Initial log entry. Current logging level 4
000053.547|efk  |*|00|Initial log entry. Current logging level 4
000053.548|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add cc-disposition-code efk prompt.
000053.548|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add emergency-escalation efk prompt.
000053.548|app1 |4|00|[AppUiC::initStaticallyConfiguredEfkSoftkeys] Failed to add customer-originated-trace efk prompt.
000053.559|slog |*|00|Initial log entry. Current logging level 3
000053.559|cmp  |*|00|Initial log entry. Current logging level 4
000053.560|wmgr |*|00|Initial log entry. Current logging level 4
000053.687|drvbt|*|00|Initial log entry. Current logging level 4
000053.799|app1 |4|00|case MsgAppRetrieveConfig  tBlc==NULL or line is NULL
000053.807|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(CCX500) protocol 19
000053.807|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(CCX500) protocol 19
000054.061|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(CCX500) protocol 19
000054.062|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(CCX500) protocol 19
000054.064|pcc  |*|00|Initial log entry. Current logging level 4
000058.605|pcd  |5|00|cfgContinuumDiscoveryModuleInit(): event queue creation error.
000059.646|rtos |4|00|Error:: Trying to add egress command with priority #2 for interface eth0 errno 22 Invalid argument
000059.646|rtos |4|00|Error in setting vlan priority in rtosTag8021QGlobalNotify
000059.683|cfg  |4|00|RT|[cfgRtDnsSrcGet] Error with result of cfgDhcDomainNameOptionGet: -1
000104.421|apps |5|00|cfgParamAndroidCommTask: Unexpected command 18
000104.423|apps |*|00|Hardware board name is 'CCX 500'
000104.495|apps |*|00|Automatically enabling firmware rollback protection since MS Teams is configured to run
000105.831|apps |4|00|PolySettings: PolyProxy: Could not get value for plcm.WPAD_DISCOVERY_TIMEOUT, using default value 10
000106.898|apps |*|00|---Third-Party Apps Summary (count 7)---
000106.898|apps |*|00|[Product Name]: Microsoft AOSP Agent
000106.898|apps |*|00|[Version Name]: 25.02.1
000106.899|apps |*|00|[Version Code]: 250201260
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: MSTeams
000106.899|apps |*|00|[Product Name]: ZDM Client
000106.899|apps |*|00|[Version Name]: 2.0.0
000106.899|apps |*|00|[Version Code]: 20000
000106.899|apps |*|00|[Enabled     ]: false
000106.899|apps |*|00|[App Type    ]: ZRC
000106.899|apps |*|00|[App Type    ]: Zoom Phone
000106.899|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
000106.899|apps |*|00|[Version Name]: 1.3.9
000106.899|apps |*|00|[Version Code]: 2025090400
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: MSTeams
000106.899|apps |*|00|[Product Name]: polycom.home.spipgui
000106.899|apps |*|00|[Version Name]: 1.0
000106.899|apps |*|00|[Version Code]: 1
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: UCS
000106.899|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
000106.899|apps |*|00|[Version Name]: 1.0.0.202511230136.product
000106.899|apps |*|00|[Version Code]: 803
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: MSTeams
000106.899|apps |*|00|[Product Name]: Microsoft Authenticator
000106.899|apps |*|00|[Version Name]: 6.2509.6046
000106.899|apps |*|00|[Version Code]: 202560463
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: MSTeams
000106.899|apps |*|00|[Product Name]: Microsoft Teams App
000106.899|apps |*|00|[Version Name]: 1449/1.0.94.2025325103
000106.899|apps |*|00|[Version Code]: 2025325106
000106.899|apps |*|00|[Enabled     ]: true
000106.899|apps |*|00|[App Type    ]: MSTeams
000109.267|pgui |*|00|Initial log entry. Current logging level 4
000110.687|clist|*|00|Initial log entry. Current logging level 4
000110.697|app1 |5|00|AppHybridC::onConnected: no UI stub for application 2048
000111.282|clist|4|00|dbIO::fileToBuf:getting file size
000111.301|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000111.301|copy |4|00|DNS lookup failed for t43510.deviceprovisioning.dm.lens.poly.com
000111.312|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000111.312|copy |4|00|DNS lookup failed for t43510.deviceprovisioning.dm.lens.poly.com
000112.790|apps |*|00|---Third-Party Apps Summary (count 7)---
000112.790|apps |*|00|[Product Name]: Microsoft AOSP Agent
000112.790|apps |*|00|[Version Name]: 25.02.1
000112.790|apps |*|00|[Version Code]: 250201260
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: MSTeams
000112.790|apps |*|00|[Product Name]: ZDM Client
000112.790|apps |*|00|[Version Name]: 2.0.0
000112.790|apps |*|00|[Version Code]: 20000
000112.790|apps |*|00|[Enabled     ]: false
000112.790|apps |*|00|[App Type    ]: ZRC
000112.790|apps |*|00|[App Type    ]: Zoom Phone
000112.790|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
000112.790|apps |*|00|[Version Name]: 1.3.9
000112.790|apps |*|00|[Version Code]: 2025090400
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: MSTeams
000112.790|apps |*|00|[Product Name]: polycom.home.spipgui
000112.790|apps |*|00|[Version Name]: 1.0
000112.790|apps |*|00|[Version Code]: 1
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: UCS
000112.790|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
000112.790|apps |*|00|[Version Name]: 1.0.0.202511230136.product
000112.790|apps |*|00|[Version Code]: 803
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: MSTeams
000112.790|apps |*|00|[Product Name]: Microsoft Authenticator
000112.790|apps |*|00|[Version Name]: 6.2509.6046
000112.790|apps |*|00|[Version Code]: 202560463
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: MSTeams
000112.790|apps |*|00|[Product Name]: Microsoft Teams App
000112.790|apps |*|00|[Version Name]: 1449/1.0.94.2025325103
000112.790|apps |*|00|[Version Code]: 2025325106
000112.790|apps |*|00|[Enabled     ]: true
000112.790|apps |*|00|[App Type    ]: MSTeams
000114.038|acom |4|00|AppComServer encountered a connection error while the Poly UI was not on top.
000114.038|acom |4|00|Application em from 127.0.0.1 [12001] has been disconnected.
000114.038|acom |4|00|AppComServer encountered a connection error while the Poly UI was not on top.
000114.039|acom |4|00|Application spipgui from 127.0.0.1 [6369] has been disconnected.
000114.039|acom |4|00|AppComServer encountered a connection error while the Poly UI was not on top.
000114.039|acom |4|00|Application dbs from 127.0.0.1 [8417] has been disconnected.
000114.039|acom |4|00|AppComServer encountered a connection error while the Poly UI was not on top.
000114.039|acom |4|00|Application osd from 127.0.0.1 [7905] has been disconnected.
000210.694|clist|4|00|dbJson::dbSelect:state=<1>
000210.694|clist|4|00|dbJson::requestSubmit:<SELECT> - failed
000224.124|cfg  |4|00|RT|[cfgRtDnsSrcGet] Error with result of cfgDhcDomainNameOptionGet: -1
000237.461|cfg  |*|00|RT|Applying DHCP IPv4 for eth0
000237.461|cfg  |*|00|RT|   Phone IP address is 10.21.40.7.
000237.461|cfg  |*|00|RT|   Subnet mask is 255.255.252.0.
000237.461|cfg  |*|00|RT|   Gateway address is 10.21.40.1.
000237.461|cfg  |*|00|RT|cfgRtNetInterfaceUpdate: Applying DHCP via android for interface 0
000237.461|cfg  |*|00|RT|   DNS server is 10.20.200.53.
000237.461|cfg  |*|00|RT|   DNS alternate server is 10.20.100.53.
000237.461|cfg  |*|00|RT|   DNS domain is mitre.org.
000237.461|cfg  |*|00|RT|   Time server is 10.20.200.53.
000237.461|cfg  |*|00|RT|   Time server is 10.20.100.53.
000237.461|dns  |*|00|DNS resolver servers are '10.20.200.53' '10.20.100.53'
000237.461|dns  |*|00|DNS resolver search domain is 'mitre.org'
000238.052|cfg  |*|00|RT|DHCP lease applied for 0:eth0
000238.052|app1 |4|00|[tryInitiateAndroidProxyDiscovery] initiate proxy discovery failed, start retry timer
000238.066|cfg  |*|00|RT|Primary IP: 10.21.40.7 subnet mask 255.255.252.0 on interface eth0
000238.067|clist|4|00|dbSet::startLoadLocalSet:io in process m_sync=<0x4>
000238.081|copy |4|00|[resolveProxies] Failed to execute service request. Indication code '-1'
000238.129|nisvc|*|00|Initial log entry. Current logging level 4
000238.147|proxy|*|00|Initial log entry. Current logging level 4
000238.484|copy |4|00|Server responded with HTTP error status
000238.484|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImNvbnRhY3RzIn0=/48256745b566-directory.xml' is not present
1224121956|cfg  |*|00|Prov|Starting to provision
1224121956|loc  |*|00|Initial log entry. Current logging level 4
1224121956|auth |*|00|Initial log entry. Current logging level 4
1224121956|dpair|*|00|Initial log entry. Current logging level 4
1224121956|wad  |*|00|Initial log entry. Current logging level 4
1224121956|rssvc|*|00|Initial log entry. Current logging level 4
1224121956|moh  |*|00|Initial log entry. Current logging level 4
1224121956|so   |4|00|[soMainWriteBootProvProxies] Provisioning proxy resolve state '0'
1224121957|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1224121957|pcc  |*|00|Initial log entry. Current logging level 4
1224121957|so   |4|00|[SoNcasC]: Unbound PPS Failed SetContext(CCX500) protocol 19
1224122001|cfg  |4|00|Prov|CfgDhcpInformControl::ExtractOptions: DHCP ACK message failed initial validation. Skipping parsing of DHCP options.
1224122003|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224122003|copy |4|00|Server responded with HTTP error status
1224122003|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImNvbnRhY3RzIn0=/000000000000-directory.xml' is not present
1224122003|cfg  |*|00|Prov|Starting to update CCX500/9.3.1/0062/3111-49710-001.sip.ld
1224122004|copy |4|00|Server responded with HTTP error status
1224122004|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/48256745b566-phone.cfg' is not present
1224122004|copy |4|00|Server responded with HTTP error status
1224122004|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6Im92ZXJyaWRlc1Byb2ZpbGUifQ==/48256745b566-web.cfg' is not present
1224122004|copy |4|00|Server responded with HTTP error status
1224122004|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/000000000000-license.cfg' is not present
1224122004|lic  |4|00|[cfgCfsKeysUpdateLicenseParse] Error transferring file: result=0xf readResult=0
1224122004|copy |4|00|Server responded with HTTP error status
1224122004|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImxpY2Vuc2UifQ==/48256745b566-license.cfg' is not present
1224122004|lic  |4|00|[cfgCfsKeysUpdateLicenseParse] Error transferring file: result=0xf readResult=0
1224122004|cfg  |4|00|Prm|48256745b566-provisioning.cfg: Unknown parameter "feature.obitalk.enabled" found, ignoring.
1224122004|cfg  |4|00|Prm|48256745b566-provisioning.cfg: Unknown parameter "feature.lens.enabled" found, ignoring.
1224122004|cfg  |4|00|Prm|48256745b566-provisioning.cfg: Unknown parameter "feature.pcc.enabled" found, ignoring.
1224122004|cfg  |4|00|Prm|The default user password is in use
1224122004|cfg  |*|00|Prov|Setting device parameters from configuration files.
1224122004|cfg  |*|00|Prov|Finished updating configuration
1224122004|apps |*|00|CfgParamAndroidAppInstallC::installComplete: Installation complete, 0 apps updated
1224122004|copy |4|00|Server responded with HTTP error status
1224122004|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'eplog/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6InVwbG9hZExvZyJ9/48256745b566-app.log' is not present
1224122004|copy |4|00|Could not set the custom header Content-Range for HTTP/s request. Head request failed to get content-length of server file.
1224122005|copy |4|00|Server responded with HTTP error status
1224122005|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImNvbnRhY3RzIn0=/48256745b566-directory.xml' is not present
1224122005|copy |4|00|Server responded with HTTP error status
1224122005|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 116
1224122005|copy |4|00|Server responded with HTTP error status
1224122005|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said '48256745b566-app.log' is not present
1224122005|copy |4|00|Could not set the custom header Content-Range for HTTP/s request. Head request failed to get content-length of server file.
1224122005|copy |4|00|Server responded with HTTP error status
1224122005|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3NDViNTY2IiwiVEVOQU5UX0lEIjoidDQzNTEwIiwiUkVTT1VSQ0VfVFlQRSI6ImNvbnRhY3RzIn0=/000000000000-directory.xml' is not present
1224122005|copy |4|00|Server responded with HTTP error status
1224122005|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said '48256745b566-app.log' is not present
1224122005|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = -1
1224122006|apps |*|00|CfgParamAndroidAppInstallC: Finalizing installation after processing 0 of 0 apps
1224122006|apps |*|00|---Third-Party Apps Summary (count 7)---
1224122006|apps |*|00|[Product Name]: Microsoft AOSP Agent
1224122006|apps |*|00|[Version Name]: 25.02.1
1224122006|apps |*|00|[Version Code]: 250201260
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: MSTeams
1224122006|apps |*|00|[Product Name]: ZDM Client
1224122006|apps |*|00|[Version Name]: 2.0.0
1224122006|apps |*|00|[Version Code]: 20000
1224122006|apps |*|00|[Enabled     ]: false
1224122006|apps |*|00|[App Type    ]: ZRC
1224122006|apps |*|00|[App Type    ]: Zoom Phone
1224122006|apps |*|00|[Product Name]: Microsoft Teams Partner Agent
1224122006|apps |*|00|[Version Name]: 1.3.9
1224122006|apps |*|00|[Version Code]: 2025090400
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: MSTeams
1224122006|apps |*|00|[Product Name]: polycom.home.spipgui
1224122006|apps |*|00|[Version Name]: 1.0
1224122006|apps |*|00|[Version Code]: 1
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: UCS
1224122006|apps |*|00|[Product Name]: Microsoft Teams Admin Agent
1224122006|apps |*|00|[Version Name]: 1.0.0.202511230136.product
1224122006|apps |*|00|[Version Code]: 803
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: MSTeams
1224122006|apps |*|00|[Product Name]: Microsoft Authenticator
1224122006|apps |*|00|[Version Name]: 6.2509.6046
1224122006|apps |*|00|[Version Code]: 202560463
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: MSTeams
1224122006|apps |*|00|[Product Name]: Microsoft Teams App
1224122006|apps |*|00|[Version Name]: 1449/1.0.94.2025325103
1224122006|apps |*|00|[Version Code]: 2025325106
1224122006|apps |*|00|[Enabled     ]: true
1224122006|apps |*|00|[App Type    ]: MSTeams
1224122013|copy |4|00|Server responded with HTTP error status
1224122014|copy |4|00|Server responded with HTTP error status
1224122014|copy |*|00|Server 't43510.deviceprovisioning.dm.lens.poly.com' said '48256745b566-plcmsyslog.tar.gz' is not present
1224122018|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224122018|pcc  |4|00|Cloud-connector restart attempt 1 in 8 minutes after normal exit
1224122512|app1 |4|00|[proxyDiscoveryRetryTmrStart] retry limit reached, proxy discovery failed
1224122818|app1 |4|00|Restarting Cloud-connector...
1224122824|pcc  |*|00|Lens-Connector version = UA 2025.1.5
1224122840|pcc  |4|00|OrionCloudAdapterC::restartLens Error - Cloud-connector went down
1224122840|pcc  |4|00|Cloud-connector restart attempt 2 in 10 minutes after normal exit

 

Reply
1 REPLY 1

‎01-09-2026 08:47 AM

HP Recommended

Hello @DZIC ,

 

Welcome to HP Support Community.

 

Thanks for taking the time to paste the full log — this actually contains the smoking gun. 👍

Short version: this is not a firmware bug or a bad Lens agent. Your CCX 500s are working, but they cannot resolve or reach the Poly Lens cloud endpoints, so Lens shows them as Offline even though Teams works.

 

This tells us:

  • The Lens Cloud Connector is starting

  • It immediately fails because it cannot resolve or reach Lens cloud

  • The phone backs off and retries (8, 10, 14, 22, 38 min, etc.)

  • Lens UI then marks the device as Offline

This behavior exactly matches what you’re seeing in Lens.

 

Configuration errors that are not the root cause (but confirm profile mismatch)

These are red herrings but useful confirmation:

Unknown parameter "feature.lens.enabled" found, ignoring. Unknown parameter "feature.pcc.enabled" found, ignoring.

On Teams profile, these parameters are expected to be ignored.
So:

  • ❌ Not the cause

  • ✅ Confirms these phones are truly running Teams base profile

 

The real root causes (ranked by likelihood)

1. DNS resolution failure for Lens cloud (most likely)

Your phone is using:

 

DNS server is 10.20.200.53 DNS alternate server is 10.20.100.53 DNS domain is mitre.org

 

But those DNS servers cannot resolve:

 

t43510.deviceprovisioning.dm.lens.poly.com

This is explicitly shown in the log.

 

➡️ Fix:
Your internal DNS must be able to resolve external public names or forward unknown zones to a public resolver.

Test from the same network:

nslookup t43510.deviceprovisioning.dm.lens.poly.com

If that fails, Lens will never come online.

 

 

2. Proxy / PAC / SSL inspection interfering

These lines are also very telling:

 

 
[resolveProxies] Failed to execute service request tryInitiateAndroidProxyDiscovery failed proxy discovery failed 

 

Common issues:

  • WPAD advertised but not reachable

  • PAC file blocks *.lens.poly.com

  • TLS inspection breaking certificate pinning

➡️ Fix:

  • If you use a proxy, explicitly bypass proxy for:

     
    *.lens.poly.com *.poly.com

  • Or disable WPAD for the phone VLAN

  • Ensure outbound TCP 443 direct access is allowed

 

3. Firewall blocking outbound HTTPS to Poly Lens

Lens requires outbound HTTPS to multiple endpoints under:

 

*.lens.poly.com deviceprovisioning.dm.lens.poly.com

The t43510 prefix is your tenant shard, so hardcoding a single hostname won’t work.

➡️ Fix:

  • Allow wildcard FQDNs

  • No SSL decryption on this traffic

Quick validation steps (do these first)

  1. From a PC on the same VLAN as the phones:

     
    nslookup t43510.deviceprovisioning.dm.lens.poly.com

  2. Test HTTPS:

     
    curl https://deviceprovisioning.dm.lens.poly.com

    (You should at least get a TLS response, not a DNS error.)

  3. Temporarily give one phone:

    • Public DNS (8.8.8.8 / 1.1.1.1)

    • No proxy

If it immediately comes Online in Lens, you’ve confirmed the diagnosis.

Bottom line

Your CCX 500s are healthy. Lens is blocked.
The logs clearly show DNS / proxy / firewall failure to *.lens.poly.com, which causes the Cloud Connector to crash and retry indefinitely.

 

Hope this is helpful to you!

I am an HP Employee. Although I am speaking for myself and not for HP.
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