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[FAQ] What kind of support should I expect from the Community for Poly phones, Click here to find out!
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‎10-02-2025 03:19 AM

HP Recommended

Hello,

I’m experiencing an issue with a Poly Studio X30 device. The unit is online, fully functional, and running the latest firmware (4.6.0-436380°. It is signed in to Microsoft Teams and working correctly for calls.

However, in Poly Lens, the device appears as offline. On the device’s Cloud settings page:

  • Registration Status shows: Not Connected
  • The PIN field is empty, and there is no option to register.

I’ve tried refreshing the cloud status and checking network/firewall settings. The device is not currently listed in Poly Lens inventory, and I’m unable to re-register it.

Has anyone encountered this issue before? Is there a way to force re-registration or reset the cloud connection without doing a full factory reset?

Thanks in advance for your help!

1 REPLY 1

‎10-02-2025 03:47 AM

HP Recommended

Hello @ThuJay22 ,

 

Welcome to the HP Poly community.

 

A quick community search for Lens & Offline & 4.6 finds >this<

 

If no other volunteers reply, I suggest you contact our Support organization 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
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