Ongoing since 07:51 PM UTC, affecting Poly Lens and Poly Zero Touch.
We have successfully restored the configuration and connectivity of the impacted devices within Poly Lens. We continue to work closely with our partners to coordinate and complete recovery for devices within their respective ecosystems. While recovery on the Lens side has progressed significantly, restoring the remaining partner-managed devices requires continued collaboration to address provider-specific provisioning configurations and dependencies. We remain focused on supporting our partners through the remaining recovery efforts and ensuring affected devices are fully restored.
Affected components
Update timeline
- investigating Sep 25, 2026, 07:51 PM UTC
We are investigating reports from customers whose phones are appearing offline and are working to better understand the scope and cause. At this time, there is no indication of a broader Poly Cloud Services outage Our teams are reviewing the reported behavior and will provide additional updates as more information becomes available.
- identified Sep 25, 2026, 11:49 PM UTC
The issue has been identified. Resolution is under investigation and in progress.
- identified Sep 26, 2026, 07:00 PM UTC
We are continuing to work toward a resolution. A small percentage of impacted customers should begin to see their devices’ online status restored in their tenant.
- identified Sep 27, 2026, 08:48 PM UTC
We are continuing to work toward a full resolution. More impacted customers should now begin to see their devices’ online status restored in their tenant as the recovery progresses. We are continuing to monitor the system and work to restore service for all remaining affected customers.
- identified Sep 28, 2026, 06:24 PM UTC
We are continuing to work on a fix for this issue.
- identified Sep 29, 2026, 11:29 AM UTC
Recovery efforts are still in progress as we continue working towards resolution. As recovery progresses, additional impacted customers should begin to see their devices’ online status restored within their respective tenants. We are actively monitoring system behavior and validating recovery across Poly Lens while continuing to address the remaining impacted devices and customers.
- monitoring Oct 08, 2026, 07:25 PM UTC
We have successfully restored the configuration and connectivity of the impacted devices within Poly Lens. We continue to work closely with our partners to coordinate and complete recovery for devices within their respective ecosystems. While recovery on the Lens side has progressed significantly, restoring the remaining partner-managed devices requires continued collaboration to address provider-specific provisioning configurations and dependencies. We remain focused on supporting our partners through the remaining recovery efforts and ensuring affected devices are fully restored.
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