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Troubleshooting Overview

Poly Lens provides the following tools for troubleshooting issues with Poly Lens cloud.

Device Information​

Detailed device, network and service information that may assist in troubleshooting issues with Poly Lens.
See Device Information.

Diagnostics​

The diagnostics feature allows you to retrieve logs for this device.
See Diagnostics.

Packet Capture​

The packet capture allows you to enable and download the active network data in a PCAP file for analysis.
See Packet Capture.

Provisioning Information​

The Provisioning Information provides Software Update Path Details and Device Configuration information collected from this Video or Voice device.
See Provisioning Information.

Office 365 Calendar Troubleshooting​

Providing Error States for Office 365 Calendar Integration.
See Office 365 Calendar Troubleshooting.

Onboard Troubleshooting​

There are onboard troubleshooting that have been discovered and available for assistance with onboarding issues that you may encounter.
See Onboard Troubleshooting.

Policy Troubleshooting​

A possible solution to a Policy Setting not applying Correctly.
See Policy Troubleshooting.

Prevent Antivirus and D:P Tools from Impacting Poly Lens Desktop Performance​

To ensure optimal performance and uninterrupted operation of Poly Lens Desktop, it is recommended to exclude the application from antivirus, reliability monitoring, and data loss prevention scans by third-party tools. Poly Lens Desktop relies on real-time connections to the HP Cloud and performs essential updates to connected peripherals, so excluding it from such scans helps prevent potential disruptions.
See Prevent Antivirus and D:P Tools from Impacting Poly Lens Desktop Performance.

Room Troubleshooting​

To assist you in troubleshooting setting up a Poly Lens Room.
See Room Troubleshooting.

Zoom Room Degraded Status​

The Zoom Room integration may show a status of "Degraded" when the Zoom Room is unable to communicate properly with the Zoom servers.
See Zoom Room Degraded Status.

Screen Capture​

You can perform a remote screen capture of a current device screen with Poly Lens. Note: The device must be online to enable the Request Screen Capture button.
See Screen Capture.

Error Messages​

There are error messages that may display at times.
See Error Messages.