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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎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.

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‎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
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‎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.

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‎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.

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‎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.

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