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05-16-2023 11:14 AM
Our company had a vendor install Poly device studios in our office and are named by that office. Issue is, we are now shipping to another state and must change the name. When you reset, and/ or factory reset, the name remains. I've called Support 3x already, and was told it would be escalated. I asked our vendor who registered the device on Poly Lens and they don't know. How can we get in touch with Poly Lens and/ or this scenario. its become a huge headache, our equipment but someone added them to poly lens and we (I.T dept) does not know anything about the login credentials. P.S the vendor states they did not add the devices to Poly Lens, so who did? Support can't answer my question.
05-17-2023 12:22 AM
Some things you can look for on the device.
1: Provision server settings, is the device provisioned to a provision server/Poly Lens
Next is the Device/Room name:
Here you name the device.
What mode is the device set to use?
Poly OS, Zoom, Teams etc.?
How did you do the factory reset? From web admin or reset button?
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
05-18-2023 01:01 AM
Hello @CRM20 ,
Welcome to the Poly Community.
I replied to you 3 tickets you have raised via Email
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
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 please open a service ticket through your support channels.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
05-22-2023 12:58 AM
Hi CRM, when a factory reset has performed on a Poly Studio X30 all the setting are removed including the Provisioning setting as mentioned by Dan. When there is no provisioning server configured you can manually set your parameters in the Web interface of the X30 itself.
p.s.. how can you see that the Poly Studio X30 are registered and provisioned in Poly Lens if you are not able to login into poly Lens? (if you are using Teams mode normally you use your Microsoft M365 account.)
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