Poly X50 shows as "offline" status in poly lens but is online and working

[Jean_Gosselin]

I have a few Poly X50 that shows as "offline" in poly lens but they are fully operational.
I made a factory reset one of them and deleted the device from the poly lens and then re-configured the X50, and activated the provisionning sucessfully (registration status : Registered).
On the X50, in the "Servers/Cloud" section, the Cloud registration status shows "not connected" sams think on the poly lens. Clicking on "refresh cloud status" or rebooting the X50 won't solve the problem.
Other X50 in the same floor/network dosen't have this problem so I doubt this is a network / firewall issue.
Any ideas?

[SteffenBaierUK]

Hello @Jean_Gosselin ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product or the Partner application version you use. For example Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode etc.

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

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Jean_Gosselin]

Yes, I forgot to mention, we are running PolyOS version 4.4.1-426075

[SteffenBaierUK]

Hello @Jean_Gosselin ,

Your initial >post< that the root cause was the firewall. I would do a spanned port and compare the network traffic.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier