Poly Lens Pro indicates "System status is unavailable because the device is offline"

[ADAM-ISTeam]

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.

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!

[SteffenBaierUK]

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

[ADAM-ISTeam]

They have not responded.

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

[SteffenBaierUK]

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