Algo & Poly VVX device registration

Update timeline

1. resolved Oct 23, 2026, 10:10 PM UTC

   Affected Algo, Poly VVX 150, 250, 350, 450, and PolyEdge 350 devices that requested their configuration from the affected server. Devices would receive a blank config and fail to connect to SimpleVoIP services until the device pulled a valid configuration from an unaffected server. Poly devices could recover with a reboot, whereas Algo devices needed manual intervention to restore the provisioning server URL.

2. postmortem Oct 23, 2026, 10:10 PM UTC

   ## Impact Affected Algo, Poly VVX 150, 250, 350, 450, and PolyEdge 350 devices that requested their configuration from the affected server. Devices would receive a blank config and fail to connect to SimpleVoIP services until the device pulled a valid configuration from an unaffected server. Poly devices could recover with a reboot, whereas Algo devices needed manual intervention to restore the provisioning server URL. ## Root Cause SimpleVoIP recently replaced some of our web servers in order to keep up to date on bug and security fixes. One of the new servers was missing configuration template files. A software bug in our config generator continued to build a configuration despite not having a template to build from, so Algo and certain Poly phone models requesting their configs from this server received an empty configuration containing just boilerplate. This wiped the SIP credentials and kept the phone from registering until a valid configuration replaced it. ## Remediation ### Immediate Our infrastructure team restored the missing configuration template files to the server in question. Since Poly phones receive their provisioning server setting from a separate configuration file that wasn’t affected by this bug, a simple reboot was enough to tell them to request a new config, at which point they got a completed, valid config file. Algo devices needed to have their provisioning server URL configured either manually through the device UI or via DHCP option 66. ### Near- to Mid-term A patch to fix the partial config bug will be released after appropriate QA to prevent similar issues from reoccurring. We expect that to go live within the next week. Our Engineering team will also be implementing some anomaly tracking within our monitoring system focused on config requests so that we can proactively detect any sudden changes to config retrieval. ## Incident Timeline 2026\.10.16 17:00 UTC - Affected server was entered into the available server pool serving a small percentage of config traffic. Bulk of traffic still handled by legacy servers or healthy replacements. 2026\.10.17-10.20 - Isolated reports of devices not coming up after check-in. Reboots brought devices up in almost all cases. 2026\.10.21 05:00 UTC – Newer web servers take all traffic from legacy server pool, increasing percentage of requests handled by affected server. 2026\.10.21 19:45 UTC – Config templates are added to the affected server, healthy configs are served from this point on.