Re: Poly Lens only shows the Poly TC8 and not the StudioX50 - HP Support Community

EvdL · ‎09-13-2023

We started with Poly Lens and added our StudioX50 with the Provisioning Server. Poly lens now only shows the TC8 Touch Console, but the StudioX50 doens't show in the portal.

Do I need to do an extra step?

StudioX50

4.1.0-382263

TC8

4.0.2-211096

SteffenBaierUK · ‎09-13-2023

Hello @EvdL ,

Welcome to the HP community.

Unfortunately, Your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come.

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

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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

EvdL · ‎09-13-2023

Hello Steffen,

I added the versions to the post.

StudioX50

4.1.0-382263

TC8

4.0.2-211096

SteffenBaierUK · ‎09-13-2023

Hello @EvdL ,

the TC8 should be running 4.1.0.211200 as well.

I suggest you contact our support team in your region.

Details are in my signature.

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

Hiralkumar · ‎09-13-2023

Hello EvdL,

There was issue reported on Sep 12, https://status.plcm.vc/ for poly lens performance issue which caused Lens resulting in delays loading device details information. It seems due to this you can face some issue/delay in displaying device information. A fix has been implemented (on Sep 12, 19:11 MDT) and we are monitoring the results . Please check the device after sometime, if issue persist raise support case. you can also subscribe for update on this portal .

Hiral Patel

Technical Support Specialist

Poly Lens only shows the Poly TC8 and not the StudioX50

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