Keia Atlas

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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.

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Module

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Known errors, playbooks and proposals to change them. This demo has the Knowledge module switched off in Organisation settings.

Organisation settings

Known errorPOLY-TC10-RESTARTHP PolyFixedAffects usSimulated

The TC10 doesn't reconnect to its system after a scheduled restart

86 units run an affected version · fixed in 5.0.1.470014checked just now

Where it is in our fleet

86 units run an affected version

Versions from device management, simulated until a real feed replaces them.

Restricted: vulnerable-firmware list

ExposedVersion not knownNot exposedSelect a dot for its unit.

Incidents that look like it

  • INC0041205Strong matchWren touch panel says "Not paired"7.04 Wren, Toronto office, Toronto · In progressSame modelOn 4.6.1.444241, affectedSame symptomSays "not paired"
  • INC0041190Strong matchKestrel touch panel stuck on "Not paired"12.06 Kestrel, Chicago office, Chicago · ResolvedSame modelOn 4.6.2.460046, affectedSame symptomSays "not paired"

Linking never closes a ticket; the person working it decides.

The fix

Fixed in 5.0.1.470014, which Aigna doesn't install (ADV-001). Keep the workaround and ask the manufacturer for the fix on the version you run.

Why: ADV-001, Do not install Poly VideoOS 5 on any Google Meet room

With the manufacturer

MC-001 TC10 touch controllers don't reconnect after the scheduled restart

Manufacturer investigating · case DEMO-HPC-5091734

Asked for: A fix on the version 4 line. Aigna can't install version 5, which drops Google Meet (ADV-001).

Affected units

87 in 9 offices

Restricted: vulnerable-firmware list

Heron touch controllerPoly TC10 · 20.04 Heron, New York office · AG-000599Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 20.05 Curlew, New York office · AG-000618Note left4.6.2.460046
Gannet touch controllerPoly TC10 · 20.06 Gannet, New York office · AG-000627Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 20.07 Kestrel, New York office · AG-000633Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 20.08 Peregrine, New York office · AG-000639Note left4.6.1.444241
Barn Owl touch controllerPoly TC10 · 20.09 Barn Owl, New York office · AG-000645Note left4.6.2.460046
Whooper Swan touch controllerPoly TC10 · 20.10 Whooper Swan, New York office · AG-000655Note left4.6.2.460046
Oystercatcher touch controllerPoly TC10 · 20.11 Oystercatcher, New York office · AG-000668Note left4.6.2.460046
Kingfisher touch controllerPoly TC10 · 21.01 Kingfisher, New York office · AG-000678Note left4.6.2.460046
Cormorant touch controllerPoly TC10 · 21.02 Cormorant, New York office · AG-000685Note left4.6.2.460046
Chough touch controllerPoly TC10 · 21.03 Chough, New York office · AG-000695Note left4.6.2.460046
Puffin touch controllerPoly TC10 · 21.04 Puffin, New York office · AG-000703Note left4.6.2.460046
Skylark touch controllerPoly TC10 · 21.05 Skylark, New York office · AG-000710Note left4.6.2.460046
Wren touch controllerPoly TC10 · 21.06 Wren, New York office · AG-000721Note left4.6.2.460046
Robin touch controllerPoly TC10 · 21.07 Robin, New York office · AG-000727Note left4.6.2.460046
Goldcrest touch controllerPoly TC10 · 21.08 Goldcrest, New York office · AG-000733Note left4.6.2.460046
Corncrake touch controllerPoly TC10 · 22.01 Corncrake, New York office · AG-000844Note left4.6.2.460046
Merlin touch controllerPoly TC10 · 22.02 Merlin, New York office · AG-000861Note left4.6.2.460046
Jay touch controllerPoly TC10 · 22.03 Jay, New York office · AG-000867Note left4.6.2.460046
Magpie touch controllerPoly TC10 · 22.04 Magpie, New York office · AG-000873Note left4.6.2.460046
Starling touch controllerPoly TC10 · 22.05 Starling, New York office · AG-000880Note left4.6.2.460046
Heron touch controllerPoly TC10 · 3.03 Heron, Dublin office · AG-000282Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 3.04 Curlew, Dublin office · AG-000298Note left4.6.2.460046
Gannet touch controllerPoly TC10 · 3.05 Gannet, Dublin office · AG-000306Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 3.06 Kestrel, Dublin office · AG-000316Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 3.07 Peregrine, Dublin office · AG-000322Note left4.6.2.460046
Barn Owl touch controllerPoly TC10 · 3.08 Barn Owl, Dublin office · AG-000328Note left4.6.2.460046
Whooper Swan touch controllerPoly TC10 · 3.09 Whooper Swan, Dublin office · AG-000336Note left4.6.2.460046
Oystercatcher touch controllerPoly TC10 · 3.10 Oystercatcher, Dublin office · AG-000349Note left4.6.2.460046
Kingfisher touch controllerPoly TC10 · 4.01 Kingfisher, Dublin office · AG-000357Note left4.6.1.444241
Cormorant touch controllerPoly TC10 · 4.02 Cormorant, Dublin office · AG-000365Note left4.6.2.460046
Wren touch controllerPoly TC10 · 4.03 Wren, Dublin office · AG-000371Note left4.6.2.460046
Robin touch controllerPoly TC10 · 4.04 Robin, Dublin office · AG-000377Note left4.6.2.460046
Goldcrest touch controllerPoly TC10 · 4.05 Goldcrest, Dublin office · AG-000383Note left4.6.2.460046
Stonechat touch controllerPoly TC10 · 4.06 Stonechat, Dublin office · AG-000389Note left4.6.2.460046
Boardroom touch controllerPoly TC10 · 5.02 Boardroom, Dublin office · AG-004019Note left4.6.2.460046
Demo zone touch controllerPoly TC10 · 5.03 Demo zone, Dublin office · AG-004034Note left4.6.2.460046
Briefing auditorium touch controllerPoly TC10 · 5.04 Briefing auditorium, Dublin office · AG-004043Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 2.01 Kestrel, London office · AG-001304Note left4.6.2.460046
Heron touch controllerPoly TC10 · 2.02 Heron, London office · AG-001309Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 2.03 Curlew, London office · AG-001315Note left4.6.2.460046
Wren touch controllerPoly TC10 · 2.04 Wren, London office · AG-001326Note left4.6.1.444241
Robin touch controllerPoly TC10 · 2.05 Robin, London office · AG-001332Note left4.6.2.460046
Heron touch controllerPoly TC10 · 12.03 Heron, Chicago office · AG-000006Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 12.04 Curlew, Chicago office · AG-000017Note left4.6.1.444241
Gannet touch controllerPoly TC10 · 12.05 Gannet, Chicago office · AG-000023Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 12.06 Kestrel, Chicago office · AG-000030Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 12.07 Peregrine, Chicago office · AG-000036Note left4.6.2.460046
Barn Owl touch controllerPoly TC10 · 12.08 Barn Owl, Chicago office · AG-000043Note left4.6.2.460046
Oystercatcher touch controllerPoly TC10 · 13.01 Oystercatcher, Chicago office · AG-000058Note left4.6.2.460046
Lapwing touch controllerPoly TC10 · 13.02 Lapwing, Chicago office · AG-000064Note left4.6.2.460046
Kingfisher touch controllerPoly TC10 · 13.03 Kingfisher, Chicago office · AG-000075Note left4.6.2.460046
Cormorant touch controllerPoly TC10 · 13.04 Cormorant, Chicago office · AG-000083Note left4.6.2.460046
Wren touch controllerPoly TC10 · 13.05 Wren, Chicago office · AG-000092Note left4.6.2.460046
Robin touch controllerPoly TC10 · 13.06 Robin, Chicago office · AG-000098Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 7.01 Kestrel, Toronto office · AG-001388Note left4.6.2.460046
Heron touch controllerPoly TC10 · 7.02 Heron, Toronto office · AG-001393Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 7.03 Curlew, Toronto office · AG-001399Note left4.6.2.460046
Wren touch controllerPoly TC10 · 7.04 Wren, Toronto office · AG-001410Note left4.6.1.444241
Robin touch controllerPoly TC10 · 7.05 Robin, Toronto office · AG-001416Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 12.01 Kestrel, Singapore office · AG-001346Note left4.6.2.460046
Heron touch controllerPoly TC10 · 12.02 Heron, Singapore office · AG-001351Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 12.03 Curlew, Singapore office · AG-001357Note left4.6.2.460046
Wren touch controllerPoly TC10 · 12.04 Wren, Singapore office · AG-001368Note left4.6.2.460046
Robin touch controllerPoly TC10 · 12.05 Robin, Singapore office · AG-001374Note left4.6.1.444241
Heron touch controllerPoly TC10 · 8.03 Heron, Melbourne office · AG-000497Note left4.6.1.444241
Curlew touch controllerPoly TC10 · 8.04 Curlew, Melbourne office · AG-000508Note left4.6.2.460046
Gannet touch controllerPoly TC10 · 8.05 Gannet, Melbourne office · AG-000514Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 8.06 Kestrel, Melbourne office · AG-000520Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 8.07 Peregrine, Melbourne office · AG-000526Note left4.6.2.460046
Barn Owl touch controllerPoly TC10 · 8.08 Barn Owl, Melbourne office · AG-000533Note left4.6.2.460046
Wren touch controllerPoly TC10 · 8.09 Wren, Melbourne office · AG-000545Note left4.6.2.460046
Heron touch controllerPoly TC10 · 15.03 Heron, Tokyo office · AG-001069Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 15.04 Curlew, Tokyo office · AG-001079Note left4.6.2.460046
Gannet touch controllerPoly TC10 · 15.05 Gannet, Tokyo office · AG-001085Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 15.06 Kestrel, Tokyo office · AG-001092Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 15.07 Peregrine, Tokyo office · AG-001102Note left4.6.2.460046
Wren touch controllerPoly TC10 · 15.08 Wren, Tokyo office · AG-001109Note left4.6.2.460046
Robin touch controllerPoly TC10 · 15.09 Robin, Tokyo office · AG-001115Note left4.6.2.460046
Heron touch controllerPoly TC10 · 4.03 Heron, Copenhagen office · AG-000172Note left4.6.2.460046
Curlew touch controllerPoly TC10 · 4.04 Curlew, Copenhagen office · AG-000182Note left4.6.2.460046
Gannet touch controllerPoly TC10 · 4.05 Gannet, Copenhagen office · AG-000188Note left4.6.2.460046
Kestrel touch controllerPoly TC10 · 4.06 Kestrel, Copenhagen office · AG-000197Note left4.6.2.460046
Peregrine touch controllerPoly TC10 · 4.07 Peregrine, Copenhagen office · AG-000205Note left4.6.2.460046
Barn Owl touch controllerPoly TC10 · 4.08 Barn Owl, Copenhagen office · AG-000218Note left4.6.2.460046
Wren touch controllerPoly TC10 · 4.09 Wren, Copenhagen office · AG-000228Note left4.6.2.460046
Control room touch controllerPoly TC10 · 5.05 Control room, Dublin office · AG-004067Note leftVersion not known

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See Keia Atlas the way someone else does. A demo: nobody signs in.

Viewing asAnna ByrneAV and IT delivery engineer · EMEA

Suggested

Delivery

  • Delivery engineerDesigns and commissions spaces, from survey to handover
  • Project managerRuns projects day to day: dates, suppliers and who does what
  • On-site technicianInstalls and fixes kit in the offices
  • Programme managerPlans the year of projects across every region
  • Engineering managerLeads the delivery engineers
  • Project management leadLeads the project managers
  • On-site services managerLeads the on-site technicians
  • Delivery managerThe whole delivery team, every region

Support and service

  • Service desk analystTakes incidents as they arrive and routes them
  • Network engineerPorts, VLANs and patching
  • Service manager, AVOwns the AV standard and its service
  • Service manager, networkOwns the network standard and its service

The Lab

  • Innovation engineerTests new kit before it ships

Leadership

  • Head of AV and ITThe whole service, every region

Partners

  • Integration vendorSees their own installations only
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Overview

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Tell the team

About POLY-TC10-RESTART, The TC10 doesn't reconnect to its system after a scheduled restart

Goes to Sofia Reyes, Service manager, AV. Reviewed within five working days.