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‎12-24-2025 06:55 AM - last edited on ‎12-24-2025 08:10 AM by Level 16

HP Recommended
Product: Studio X52 with TC10 Kit

Last month our 3 Teams Poly Rooms stopped responding to the Poly Lens SW and indicates we have an old version installed on the devices.  We actually do have the newest and the rooms are truly online and functional.  What isn't working is Poly Lens Pro Management - particularly remote management for our rooms.  This was the specific reason we purchased this software license - so we have visibility into the rooms and their functionality along with management.

I opened a Chat case regarding the issue and though they promised they would get back to me within a day no one has responded to the support request over a week ago.

ADAMISTeam_0-1766584274807.png

ADAMISTeam_1-1766584514236.png

 

Case >Do not include the product serial number or any private information<

 

Ghosting me is not a solution.

 

Thank you for any attention someone can offer!

 

 

3 REPLIES 3

‎12-24-2025 08:12 AM

HP Recommended

Hello @ADAM-ISTeam ,

 

Welcome to the HP Poly community.

 

This is just a peer-to-peer community forum and not HP Poly support.

 

If no other volunteers reply, I suggest keep working with 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
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎12-24-2025 08:42 AM - last edited on ‎12-24-2025 08:43 AM by Level 16

HP Recommended

They have not responded.

------------------------

 

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‎12-24-2025 08:45 AM - edited ‎12-24-2025 08:45 AM

HP Recommended

Hello @ADAM-ISTeam ,

 

As outlined, this is a peer-to-peer community forum and not HP Support.

 

Please do not post any HP communication here.

 

You have two options:

 

  • Contact our Support organization in your region. Details are in my Signature.
    Please open a ticket and do not copy and past Chat communication

    or

  • Please open a Lens Mopinion Bug via https://lens.poly.com/appfeedback

 

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
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