Poly incident

Remote Access is unavailable for certain touch controllers

Major Resolved View vendor source →

Poly experienced a major incident on October 7, 2025 affecting Poly Lens, lasting 3h 31m. The incident has been resolved; the full update timeline is below.

Started
Oct 07, 2025, 04:36 PM UTC
Resolved
Oct 07, 2025, 08:08 PM UTC
Duration
3h 31m
Detected by Pingoru
Oct 07, 2025, 04:36 PM UTC

Affected components

Poly Lens

Update timeline

  1. investigating Oct 07, 2025, 04:36 PM UTC

    A subset of the devices connected are reporting "Remote Access is unavailable because the device state is unknown"

  2. monitoring Oct 07, 2025, 05:43 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Oct 07, 2025, 08:08 PM UTC

    The incident has been resolved. An underlying scalability issue in one of our IoT Hubs was identified as the root cause, which impeded the timely delivery of cloud-to-device messages and consequently resulted in remote access failures for certain devices.