• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
Locked

‎04-21-2021 12:25 AM

HP Recommended

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 !

 

1 ACCEPTED SOLUTION

Accepted Solutions

‎09-21-2021 07:27 AM

HP Recommended

Since we also have camera issues in all version from 3.3.2 when running Teams I have downgraded almost all our systems to 3.3.1. That solved the missing pin issue on the affected X50.

View solution in original post

Was this reply helpful? Yes No
9 REPLIES 9

‎04-21-2021 12:34 AM

HP Recommended

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-21-2021 12:53 AM

HP Recommended

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.

Was this reply helpful? Yes No

‎04-21-2021 01:02 AM

HP Recommended

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-21-2021 02:41 AM

HP Recommended

Hello @JanCx 

 

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

 

Best regadrs

 

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
Was this reply helpful? Yes No

‎05-11-2021 02:58 AM

HP Recommended

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

------------------------------------------------
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
Was this reply helpful? Yes No

‎05-18-2021 02:10 AM

HP Recommended

There is no update after upgrading to 3.4 still no pin available 

Was this reply helpful? Yes No

‎05-19-2021 04:44 AM

HP Recommended

Hello @Bartosz_SLX ,

 

Welcome back to the Poly Community.

Was the unit provisioned by Lens instead of the PIN option? I suggest you work with our support team.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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
Was this reply helpful? Yes No

‎06-22-2021 05:13 PM

HP Recommended

Same as discussed in this tread.  Got a Device Pin but Lens did not accept it.  Went to look for the Device  Pin again and there was no Pin.  I will read the earlier notes again or try and start from scratch in the morning. X50 and TC8 now using Ver 3.5.0.  I do not remember this issue in Dec 2020 set ups.

 

Thanks

BB

Was this reply helpful? Yes No

‎09-21-2021 07:27 AM

HP Recommended

Since we also have camera issues in all version from 3.3.2 when running Teams I have downgraded almost all our systems to 3.3.1. That solved the missing pin issue on the affected X50.

Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.