Vendor access
This part is for Aigna staff
Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.
Go to your installationModule
Knowledge is switched off
Known errors, playbooks and proposals to change them. This demo has the Knowledge module switched off in Organisation settings.
Manufacturer caseNewHP PolyBeing preparedSimulated
POLY-LENS-OFFLINE: Systems show as offline in Poly Lens while they work in the room
Being prepared · not yet sent to HP Polychecked just now
- 0Incidents
- 9Offices
- 85Units of the model
- 1Working day to answer
It goes as you, through the HP Poly support portal under contract AG-MFR-POLY, with the evidence and the logs ticked below. Simulated: nothing leaves Keia Atlas, and a real send will still need a person.
- To
- HP Poly · A support case through the HP Poly support portal, under contract AG-MFR-POLY.
- Contract
- AG-MFR-POLY, until 21 Apr 2027 · Support case response: Next working day
- Subject
- POLY-LENS-OFFLINE: Systems show as offline in Poly Lens while they work in the room
- Models
- Poly Studio X32, Poly Studio X52, Poly Studio X72, Poly Studio G62
The fix on the version we run: we can't install the version that has it.
Why this case
Known error POLY-LENS-OFFLINE affects our fleet, and there is no case with HP Poly about it yet.
Contract and support
- Contract
- AG-MFR-POLY
- Until
- 21 Apr 2027
- Support case response
- Next working day
- Relationship
- Sofia Reyes
Keystone Service can also swap faulty units under the maintenance contract while the manufacturer looks.
Who decides
Keia Atlas prepared it. A person reads it and sends it: usually Sofia Reyes, who looks after HP Poly.
Nothing is sent, linked or closed without a person. Every step shows who and when, and Undo is in History.