Can't get past a message from the poly x52 web portal that says (connecting to the cloud)

[Skywarp]

I am having issues with a poly x52 due to its web console no longer functioning properly after updating it's primary certificate for the camera underneath it's security settings. When I was able to log into it, a lot of the normal menu options in the left column were not available and\or grey' d out. At one point, when I was able to get to the main web console, I couldn't even get it to download log files to provide for troubleshooting under it's diagnostics menu option. I've done several system resets of both the x52 and it's touch console within it's web console Diagnostics menu, and have chosen the Reset options to remove certs, directory entries, system logs and call reports. The touch console comes up fine, but the x52 is still problematic. I finally did several, manual factory resets via the reset hole just beneath the power plug on the device, but would still login to limited web console menu options and functionallity. After I did the last and latest factory reset to the poly x52, I'm now getting a message from the poly x52 web portal that says (connecting to the cloud). I can't get passed this point. I know the device has unrestricted internet connectivity which isn't the issue here, it just seems to be failing to boot it's system properly.

Before these issue occured on the x52 Poly device, this was its current firmware\software as follows:

-----------------------------------------------------------------------
Teams Admin Agent: 1.0.0.202505080136. ----> product Up to date

Firmware: 4.5.1.440029 -----> See available updates

OEM Agent: 7.0.0-SNAPSHOT----> Up to date

Teams: 1449/1.0.96.2025205603 ----> See available updates

Authenticator: 6.2xxxxxxx ----> Up to date

Microsoft Intune: 24.09.1
--------------------------------------------------------------------------

Because of this state the Poly x52 is currently in, I am unable to push updates, let alone anything else with it. I have worked my way through the HP Community help\troubleshooting post pertaining to this issue and I have yet to see a resolution to this as far back as 2016.

[Skywarp]

Hi GnaSarley,

I did both (even tried two different browsers) and I still get the same results and issue.

[SteffenBaierUK]

Hello @Skywarp ,

Welcome back to the HP Poly community. I have marked the reply from GnaSarley as Spam, as this was irrelevant.

Older posts of yours have never received any follow-ups ups so unsure if responding to this will end up in the same state.

Most likely, based on the description, the device is not receiving an NTP server in your network so it cannot connect to the right services. Usually, leaving it in this state for 45 minutes and you should be able to proceed. 

If all fails, contact support in your region. Details are in my signature.

Best Regards

Steffen Baier

[Skywarp · Accepted solution]

Hello Steffen,

After multiple factory resets, I was able to finally get a stable web portal console for the x52,  I then did what you suggested and added a NTP server IP to it's manual time option, waited for a few minutes, and I was finally able to successfully get the x52 back up and updated and back on line.

Here is the order of operations:

• Multiple factory resets of x52, either manually via pin hole or from web console
• Enable AOSP check box along with making sure MS Teams is the provider
• Manually reboot\power cycle the device, then test web console access
• Go into Date and Time settings in web console and add NTP server IP info; wait 30 to 45 min
• Test and see if x52 firmware can now be downloaded, update system, then let auto-reboot to bring  unit back online.