Polycom X30 Microsoft Teams video not showing X30 camera view

[BarryJAu]

We have several Polycom X30/X50 devices.

Recently, one of them is no longer showing the X30 camera view in a Microsoft Teams meeting. I can't find how to get it turned on again.

What I have tried:

- Selecting the camera button on and off on the TC-8 does nothing.

- We have tried restarting the X30 and TC-8 but still does the same thing whenever we join a meeting.

- selecting different camera preset does nothing

Before joining the meeting we can see ourselves on the TV from the X30 camera view. - We can see other peoples video OK. too. It was working OK last week. There doesn't seem to be any updates released recently that would have installed automatically to change anything

It is running  4.0.2-384012, The TC-8 is running 4.0.2-211096

Teams mode show the following data:

Microsoft Teams

Current Version: 1449/1.0.96.2023031201 | Jun 17, 2023 4:38:21 AM | 127.8 MB

What could be causing that?

[HemsoeNN]

Hi @BarryJAU

I saw the same issue at different customers also yesterday. Only on Poly X30 Teams Room, NOT Poly X50

We had a endpoint at Poly OS 4.0.1 that we upgraded to Poly OS 4.0.2. Note the released have the same Teams Room version. Problem Solved.

Another endpoint was at Poly OS 4.0.2. Upgraded the Teams Room app from TAC - Problem solved.

I have not found the root cause. but some how it helps to overwrite Teams Room App.

It could be a Re-Signin to MS Teams will help.

Keeps us posted with findings.

/Dan

[SteffenBaierUK]

Hello @BarryJAu ,

welcome to the HP Poly community.

As stated by @HemsoeNN you are using an unsupported Microsoft Teams application.

At present 1449/1.0.95.2023061601 is a supported Version.

If you upgrade both the Studio X and the TC8 and you still see the issue please work with our Partner Microsoft as they provide the Application running on our devices and the Platform you are using.

Best Regards

Steffen Baier

[BarryJAu]

Thankyou SteffenBalerUK for your response.

I was not aware that there was a separate function for updating Teams in the Teams Admin Center. I had assumed that the Polycom updates was all I had to be concerned about and Teams would update itself.

When I went to the TAC I had a look at the device health and it reported that there was a later version available. When I went to the update page, I noticed that automatic update settings were set for General (defer 30 days) but I could change to 'Validation' which I assume would update ASAP, or go to Manual update and select the update there to install now or at a scheduled time. I have updated this device now using the manual update (and also the others in our office) and will test them out on a video conference soon.

My concern now though - I would have thought the 'General' Automatic update option would have been the preferred option. Why hadn't it updated automatically yet when it seems the update was released Jun28? Its been more than 30 days....

[BarryJAu]

Thankyou for your response HemsoeNN

I hadn't thought to look in Teams Admin Center, so you got me looking in the right direction.

[HemsoeNN]

Hi @BarryJAu

Remember that the MS Teams Room app is developed and managed by MS. Poly just include the app in the Poly OS image.

Sometime MS releases extra update in between Poly OS updates.

The updates is managed using TAC and depending on which MS Teams Room licenses you use there is different way do deploy MS Teams Room updates. more information on MS docs.

Generally I would never recommend to update endpint automatically, but setup a update process, ex. 1%, 10% and 89% of your devices, this ensure that you will most of the times capture errors before updating all devices and might have the same issue on all devices.

BTW.. When you update a Poly X with a TC8 from TAC you also have to update the TC8 from TAC.

Better be safe than sorry and have VIP's running you down when it don't work.

[SteffenBaierUK]

Hello @BarryJAu 

you would need to work with our Partner Microsoft on their logic how the Teams application is updated.

We, as other OEM's for MTRoA get the software from our Partner Microsoft.

Updating our software will only overwrite the Teams application if an older version is installed. If our release has a later version then this will update the Teams app. If there is already a later version we will not update the app as part of our software update.

Only the Teams Admin Agent and the Teams Company Portal are versions that Microsoft shares with us and they are only updated/changed via a PolyOS Software update.

It is also a manual process to update the Touch Console aka TC8/TC10 application as this is not auto-updated when you update via the TAC a Studio X or G7500 device.

Best Regards

Steffen Baie

[BarryJAu]

After your comment I looked into TAC more and noticed that on the "Teams Rooms on Android" page there is an extra tab for Touch Consoles where I can see the TC8's.

Investigating them it appears they have all updated to the newest version of Teams which matches what I installed on the X devices yesterday.

Yesterday I was still having issues after updating Teams, which might have been because of mismatched Teams versions between X30 and TC8. The TC8 couldn't connect to the X30, even though it was showing as paired on the web interface. I left it with the error last night and when I came into the office this morning there had been a new Polycom update released "Version Found: 4.1.0-382263"  and Version Found: 4.1.0.211200 for the TC8 so I updated those. When I went downstairs after the update the TC8 was connected properly, so I ran a test meeting and everything about the X30 worked OK - no issues with the room video missing from the Teams display on the TV.  Maybe it was the Teams update for the TC8 which installed automatically overnight which actually fixed the issue though.

Anyway, Thanks for the tips. We have similar processes for our servers so will think about how to manage updates for the Polycom devices. I actually bought these to replace a desktop PC hooked into the TV as I thought they would be simpler to manage. Maybe not quite as simple as I thought 😉

[BarryJAu]

"Updating our software will only overwrite the Teams application if an older version is installed. If our release has a later version then this will update the Teams app. If there is already a later version we will not update the app as part of our software update."

Oh, so when I allowed the latest Polycom update released today, it might have updated the Teams version to the June update on the X30/TC8 if it wasn't already updated?

[Dan_Hemsø]

Hi Barry...

Have you looked at Poly Lens for management of the endpoints?

Here you can manage configuration of the endpoints based on Model, Location, groups. etc.

Using groups you can define a firmware version to selected endpoints and later select all when the test of a new firmware is completed. Then it is similar to rolling out updates to PC's

Updating a Poly X with TC8 update both devices and use the firmware shipped Teams Room app. We have seen MS ships Teams Room updates outside Poly OS updates. But using Poly lens to manage the updates and configuration you will use the best tool for each job. TAC have very limited options to manage the Poly endpoint configuration

Using Poly Lens you can also setup DHCP option, so new/reset endpoint will get the URL for you Poly Lens tenant and receive its configuration. This is also used for Poly desk phones.

Next, if you have Poly headsets, this can also be managed by Poly Lens with Poly Lens Desktop.

if you are new to Poly Lens.. just send me a private message if you want more information.