Problem with one Device

[AndreeNeumann]

We have a Problem with the Poly Lens.

We have a CCX505 that was already integrated in Lens.
We made a Factory Reset and deleted the Device from the Lens System to make a "fresh start"
After the Device comes back, it does not show up in the Lens System as a new Device.

Log of Phone says:

0326073646|cfg  |*|00|Prov|Starting to update CCX505/9.4.0/1491/3111-49730-001.sip.ld
0326073647|copy |4|00|Server responded with HTTP error status
0326073647|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJvdmVycmlkZXNQcm9maWxlIn0=/482567ee6207-phone.cfg' is not present
0326073647|copy |4|00|Server responded with HTTP error status
0326073647|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJvdmVycmlkZXNQcm9maWxlIn0=/482567ee6207-web.cfg' is not present
0326073647|copy |4|00|Server responded with HTTP error status
0326073647|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJjb250YWN0cyJ9/000000000000-directory.xml' is not present
0326073647|copy |4|00|Server responded with HTTP error status
0326073647|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJsaWNlbnNlIn0=/000000000000-license.cfg' is not present
0326073648|copy |4|00|Server responded with HTTP error status
0326073648|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJjb250YWN0cyJ9/000000000000-directory.xml' is not present
0326073648|copy |4|00|Server responded with HTTP error status
0326073648|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'confdata/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJsaWNlbnNlIn0=/482567ee6207-license.cfg' is not present
0326073648|cfg  |4|00|Prm|482567ee6207-provisioning.cfg: Unknown parameter "feature.pcc.enabled" found, ignoring.
0326073648|cfg  |4|00|Prm|482567ee6207-provisioning.cfg: Unknown parameter "feature.obitalk.enabled" found, ignoring.
0326073648|cfg  |4|00|Prm|482567ee6207-provisioning.cfg: Unknown parameter "feature.lens.enabled" found, ignoring.
0326073648|cfg  |*|00|Prov|Setting device parameters from configuration files.
0326073648|cfg  |*|00|Prov|Finished updating configuration
0326073648|apps |*|00|CfgParamAndroidAppInstallC::installComplete: Installation complete, 0 apps updated
0326073649|copy |4|00|Server responded with HTTP error status
0326073649|copy |*|00|Server 'xxxxxxx.deviceprovisioning.dm.lens.poly.com' said 'eplog/eyJTRVJJQUxfTlVNQkVSIjoiNDgyNTY3ZWU2MjA3IiwiVEVOQU5UX0lEIjoidDEyNjU1NyIsIlJFU09VUkNFX1RZUEUiOiJ1cGxvYWRMb2cifQ==/482567ee6207-app.log' is not present
0326073649|copy |4|00|Could not set the custom header Content-Range for HTTP/s request. Head request failed to get content-length of server file.
0326073649|copy |4|00|Server responded with HTTP error status
0326073649|log  |4|00|UtilLogServerC::uploadFifoLog: upload error. protocol 0 result = 120
0326073649|apps |*|00|CfgParamAndroidAppInstallC: Finalizing installation after processing 0 of 0 apps
 

The Phone try to reach the Lens Server, but get no files.

In The Lens System the MAC does not show up.
In Lens Audit Log a Error shows up:

System Notification	25 Mar, 2026 12:28:51 GMT+01:00	Device Provisioning deleted	Delete unsuccessful for CCX 505 - 482567ee6207	-
System Notification	25 Mar, 2026 11:35:57 GMT+01:00	Device Provisioning deleted	Delete unsuccessful for CCX 505 - 482567ee6207	-
System Notification	25 Mar, 2026 11:14:31 GMT+01:00	Device Provisioning deleted	Delete unsuccessful for CCX 505 - 482567ee6207	-

[Meghana_10 · Accepted solution]

Hi @AndreeNeumann, Welcome to Poly HP Support Community. 

It looks like this may need direct support from our technical team. I encourage you to contact HP Support, where our engineers can take a closer look and help sort it out. You’ll find the contact link below.

https://support.hp.com/us-en/poly

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana