4.1.2 Update - TC8 Showing Not Paired - When It Actually Is?

[Brennan73]

Morning all,

Just wondering if anyone else has seen this issue as well?

Upgraded a couple of my x50 and TC8 (for initial test) x50 to 4.1.2.388101 and TC8 4.1.2.211367.  All my devices are running in Teams mode. (updated the Teams app in TAC as well).

It seems now that every night in TAC the updated TC8s will show as "Not Paired" but they are and fully functional.  In TAC and LENS the x50 is seeing/connecting to the TC8 fine and I do not find any logs anywhere.

We are in the middle of moving over to the new TAC portal but the original is still the "go to" place and running them side by side but not making changes etc on the new portal.  Just getting them registered in there with the Pro licence.

Before I updated the firmware I did see this is the release notes:

EN-240753 On a Poly Studio X all-in-one video bar in Teams mode with a connected Poly TC8 touch controller, the system may show as offline in Teams admin center and unpair with the controller. Power cycle the device.

I read this as the x50 could actually sign out though.

If I reboot both devices in LENS the "Not Paired" is not cleared from TAC and if I reboot the x50 in TAC the "Not Paired" on the TC8 is cleared.

The TC8 has the new default reboot set between 02:00 and 03:00 and the x50 is set in LENS to reboot at 06:00. I did change the x50 reboot to 01:00 to be ahead of the TC8 but did not resolve this annoyance.

I find no warnings, logs etc in TAC, new TAC or anywhere.

Anyone else getting this or figured out what can be done?

Cheers

[SteffenBaierUK]

Hello @Brennan73 ,

welcome back to the HP Poly community.

From the 4.1.2 release notes >here<

Note:
By default, systems in Microsoft Teams mode will be enabled for auto restart via the Teams app daily update. Choose to auto restart via either the Teams app daily update or Poly system daily update - don't have both enabled.

You should either use the Microsoft Teams app reboot or the PolyOS reboot but not both.

In regards with EN-240753  this was a Microsoft Issue (TM685781) where the TC8 would unpair on a Microsoft Teams Level with the Studio X / H7500 via Teams over the Internet. Our Partner Microsoft needed to update the Microsoft Teams app, wich can be done via the TAC, but they alos needed a new version of the Company Portal and/or the Admin Agent which can only be done in the OEM Firmware.

I suggest you contact our Microsofts Support organization in your region for any TAC related issues so our Partner Microsoft can investigate this.

Best Regards

Steffen Baier

[Brennan73]

Cheers Steffen,

Yep we are going to chat with MS but thought good to raise here as well.

I thought the scheduled reboot from LENS only rebooted the x50/x70 etc and not the TC8.  From my tests a while ago I think I recall the TC8 not rebooting.  Then again, I was only setting via LENS.  Did not look at the webgui.  Sadly for me I cannot reach remote polys webgui unless am actually in that office and the same for the baked in reboot now on the TC8s.

Also I think the new TAC portal yet does not have the ability to change the TC8 baked in reboot settings.

edit:  just checked the webgui here on an x50 and it is reflecting the scheduled reboot set via LENS

Thanks

[SteffenBaierUK]

Hello @Brennan73 ,

Since PolyOS 4.1.2 the reboot also applies to the TC8 or TC10

For any follow-up questions I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[nlev]

I'm seeing the false "Not Paired" message too even when it actually is paired. Glad to hear I'm not alone.

[Brennan73]

yeah.  I missed in the release notes about not having LENS and baked in TC8 reboot enabled together.

I disabled my LENS reboot and am still seeing the false not paired this morning and even on a couple of machines I have not updated yet and still running 4.1.0_00.180034

[nlev]

For the devices running 4.1.0, I would advise updating them right away. 4.1.2 fixed many pairing issues for us. Fortunately, the "Not Paired" issue in 4.1.2 appears to be purely cosmetic and doesn't seem impact the functionality for the end user. I would also recommend updating to the absolute latest teams app version from teams admin center. Latest version numbers are listed here Release notes for Microsoft Teams Rooms - Microsoft Teams | Microsoft Learn

[nlev]

I'm no longer seeing the "Not Paired" issue after updating to 4.1.3. All my TC8 are showing Paired now immediately after updating. I'll continue to monitor to see if the issue returns.