CCX 600 with Sidecar Stop Functioning

[matt1237]

Hello,

Model: CCX 600
Sidecar: CCX EM60

S/W Version: 9.1.1.0258 

We have this Poly CCX 600 which has one attached Sidecar, the CCX EM60. We have 2 of these setups and BOTH are now having the same issue. The phone is Teams and at some point on both phones the attached sidecar will stop allowing call Transfers to people configured on the sidecar.

For some reason, a symptom of this while using the dark theme is that the contact list will have white lines in-between each contact listed on the sidecar. See the attached screenshot showing the white lines...

According to the Teams Admin Center, no updates occurred over the weekend, so we're not sure why this suddenly appeared. Unless some update was pushed directly from Poly or Intune. But I don't know for sure since I don't remember the exact version that the phone had on Friday.

The other attached image shows what the Receptionist saw on the sidecar screen when she woke up the phone this morning. When she pressed any key to dismiss the message, she saw what's appearing in the second image, with the white lines. And now Call Transfers to callers on the sidecar are no longer working.

This happened with her first phone and sidecar, so we updated it to the newest available version, which is/was 9.2.0. But after that rebooted from the update the issue remained. So we swapped out the phone with the one she currently has, and it was working for about 2 to 3 weeks until this morning.

-Matt

[M_Salman]

Hi @matt1237, Welcome to the Poly HP Support Community. 
 
It looks like this may need direct support from our technical team. I encourage you to contact HP Support, where our engineers can take a closer look and help sort it out. You’ll find the contact link below.
https://support.hp.com/us-en/poly

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[matt1237]

So support chat was not helpful whatsoever... "Contact Microsoft" and then chat was abruptly ended.

Which software would be responsible for this feature? Firmware or the Teams software?

[Meghana_10]

Thank you for your response. @matt1237  

We're here to help you further on the issue. Don't worry, we've got your back!

We are really sorry for the inconvenience caused to you. To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. Private Messages - HP Support Community

We're looking forward to helping you resolve this issue!

Stay tuned, and thanks for your patience!

Regards,
Meghana 

[matt1237]

I just did a factory reset on one of the CCX 600s by doing the steps to hold the 4 corners during the boot up process.

After reset was complete and I logged back into my MS account, I reattached the sidecar and pinned the same Contact List to it. And now, transfers are working again.

So something I didn't mention previously was that when this issue occurs, and we have the Dark theme enabled on the phone. On the sidecar you get the white grid-like lines inbetween each contact, like in my image on my original post. When this visual marker appeared, we knew the issue was occurring again. But, right now, while it's working there's no "lines".

To be clear, it's not actually gridlines, I noticed it when the sidecar rebooted once that it's actually this white background with what looks like a mountain in the center. So it's just putting the dark themed contacts over top of this background. And for some reason this indicates to us that the Transfers won't work. Sounds odd, which is why I didn't mention it in my original post.

Here are the Versions BEFORE and AFTER the factory reset. I highlighted the differences...

BEFORE:

Teams Admin Agent	1.0.0.202505080136.product
Firmware		9.2.0.15437
OEM Agent		1.3.4
Teams			1449/1.0.94.2025248901
Authenticator		6.2410.7268
Microsoft Intune	24.09.1 

 AFTER:

Teams Admin Agent	1.0.0.202412110504.product
Firmware		9.2.0.15437
OEM Agent		1.3.4
Teams			1449/1.0.94.2025084203
Authenticator		6.2410.7268
Microsoft Intune	24.09.1

 So unsure if the issue is related to either of those versions, or maybe it's some setting that gets enabled at some point causing the problem to re-appear. 

Also, one other thing I noticed that's different today after the reset, then it was yesterday... Today, if I plugin a USB-C headset into the open port on the sidecar it says "USB headsets are not permitted when using the expansion module". This is fine since our receptionist doesn't use a headset. But thought maybe it might tell you something about the sidecar and/or the version that is running...

-Matt

[Meghana_10]

Thank you so much for the information @matt1237 

I am glad to hear that the issue has been resolved. 
 

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day!

Take care, and have an amazing day!

Regards,
Meghana