• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We are proud to announce new features with Poly Lens Premium. Read more about the next-level integration here!
Locked

‎01-29-2024 03:03 PM

HP Recommended
Product: Poly Studio X50

Hi All,

 

Hoping someone can help me with adding devices to Lens.poly.com. I am an administrator on the account but when I try to add devices I receive an error message saying "there was an error loading the data: [GraphQL] cannot resolve device tenant" has anyone else come across this?

 

Thanks,

Keith Laas

7 REPLIES 7

‎01-30-2024 06:31 AM

HP Recommended

I've seen similar GraphQL errors when using other functions in Poly Lens. I just checked Lens and all my devices are showing offline, even though they are online, so maybe the Lens platform is experiencing an outage. I have received good responses by sending detailed Feedback using the built in feedback button in Poly Lens.

Was this reply helpful? Yes No

‎01-30-2024 10:15 AM

HP Recommended

Hello @nlev 

 

Inconsistencies in device connected state reporting in the Poly Lens inventory.Subscribe

Identified - The issue has been identified and a fix is being implemented.
Jan 30, 2024 - 08:28 MST

Investigating - We have received multiple reports indicating inaccuracies in the connected device status within the inventory table. We are currently investigating the issue.
Jan 30, 2024 - 06:25 MST

 

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
1 person found this reply helpful
Was this reply helpful? Yes No

‎01-31-2024 09:42 AM

HP Recommended

Thanks for sharing the status page link. I'm now subscribed. The status page states that the incident is resolved, and I'm seeing Studio X devices showing back online, however TC8 devices are still showing offline. I suspect the issue is not yet fully resolved.

Was this reply helpful? Yes No

‎01-31-2024 09:45 AM

HP Recommended

Hello @nlev 

 

tried rebooting a TC8?

 

Steffen

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

‎01-31-2024 09:56 AM

HP Recommended

Reboot did not appear to solve it for me.

Was this reply helpful? Yes No

‎01-31-2024 09:58 AM

HP Recommended

Hello @nlev 

 

I can only suggest opening a ticket then and quoting PECS-248865 and/or waiting for some time and checking if this rectifies itself.

 

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

‎02-07-2024 07:51 PM

HP Recommended

I just received confirmation that a Lens fix has been deployed. The TC8 are showing up online again in Lens.

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† 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>.