E60/E70 IP Camera not displayed in MTRoA Teams client

[JV-AU]

Hi - current hardware is:

G62 - S/W Version: 4.4.0-416273

MTRoA Version: 1449/1.0.96.2024110701

E60 Version 1.1.3.6

E70 Version 1.11.0-532043

TC10 Version 6.4.0-7000547

E60/70 and Poly IP microphones all connected via LLN with prescribed Netgear switch. No connectivity issues, all paired fine. All devices happily connect and work perfectly well in PolyOS / Device Mode. Camera switching & PTZ no problems, no glitches. All audio is good.

Unpair either camera from G62 and remove from the network, switch provider over to Teams and neither camera will enumerate within Teams client either as main or device camera. Have system reset (within web interface) the G62 and TC10 to force re-install MTR client but the problem persists. IP Microphones work fine.

First boot up and switch over to Teams as provider, both IP cameras were left connected and (unsurprisingly) sort of worked for the first 10 minutes - even switching was possible within an active Teams meeting. As soon as we navigated into Teams Admin Settings via TC10 and went to the devices > cameras they stopped enumerating within Teams altogether.

Is a factory reset (push button at back of device with paperclip on boot) any different to a web interface system reset? I suspect my problem is some corruption in a Teams Config file on the device and am hoping a factory reset will erase everything from the G62/TC10. Similarly, is it possible that there is an invalid configuration being stored within InTune / Teams management which is being imported when I sign back into the device with the known credentials?

Any help or suggestions are welcome.

[SteffenBaierUK]

Hello @JV-AU ,

Welcome to the HP Poly community.

Before an installation, it is always useful to check how many devices can be used simultaneously depending on the Provider mode. Another option is to work with a Poly reseller to ensure an installation would be a supported scenario.

If I read your post correctly, you are using 2x IP Cameras simultaneously with our Partner Microsoft.

From our Video FAQ:

Aug 13, 2024 Question: Is there a guide or overview for Supported and compatible peripherals for a G62, G7500, or Poly Studio X family?

Resolution: Please check >here<

For G62 >here<

Provider	Number of cameras supported
Poly Video	You can connect either USB or IP LLN cameras. Connecting both USB and IP LLN cameras isn't supported. 2 USB cameras using the two Poly Studio G62 USB Type-A ports Up to 3 USB cameras using the StarTech ST4300USBM Mountable 4-Port Industrial USB Hub 3 IP LLN - any combination of Poly Studio E70 and Poly Studio E60 cameras In addition, you can connect an HDMI input source or HDMI camera to the HDMI-In port for use as a people camera.
Device Mode	You can connect either USB or IP LLN cameras. Connecting both USB and IP LLN cameras isn't supported. 2 USB cameras using the two Poly Studio G62 USB Type-A ports 3 USB cameras using the StarTech ST4300USBM Mountable 4-Port Industrial USB Hub 3 IP LLN - any combination of Poly Studio E70 and Poly Studio E60 cameras In addition, you can connect an HDMI input source or HDMI camera to the HDMI-In port for use as a people camera.
Teams Rooms	You can connect either USB or IP LLN cameras. Connecting both USB and IP LLN cameras isn't supported. 2 USB cameras 1 IP LLN - Poly Studio E70 or Poly Studio E60
Zoom Rooms	You can connect either USB or IP LLN cameras. Connecting both USB and IP LLN cameras isn't supported. 2 USB cameras using the two Poly Studio G62 USB Type-A ports 3 USB cameras using the StarTech ST4300USBM Mountable 4-Port Industrial USB Hub 3 IP LLN - any combination of Poly Studio E70 and Poly Studio E60 cameras
Tencent	You can connect either USB or IP LLN cameras. Connecting both USB and IP LLN cameras isn't supported. 2 USB cameras using the two Poly Studio G62 USB Type-A ports 3 USB cameras using the StarTech ST4300USBM Mountable 4-Port Industrial USB Hub IP LLN is not supported

Best Regards

Steffen Baier

[JV-AU]

Hi @SteffenBaierUK

Thanks very much for your prompt reply. 

Yes, maybe I provided a confusing introduction. Initially I wanted to see whether two IP connected cameras would work (regardless of the 'supported' status in Teams) and they did. However all subsequent testing has only used either the E60 or E70 not both simultaneously. So the configuration I am using presently to test is the supported model.

I have performed a system reset on the TC10 and G62 - will this erase all of the Teams config files and force a clean re-install on the codec upon signing back into Teams?

Also, is a factory reset (push button at back of device with paperclip on boot) any different to a web interface system reset? I suspect my problem is some corruption in a Teams Config file on the device and am hoping a factory reset will erase everything from the G62/TC10. Similarly, is it conceivable that there is an invalid configuration being stored within InTune / Teams management which is being imported when I sign back into the device with the known credentials?

Thanks again.

[SteffenBaierUK]

Hello @JV-AU ,

The table is pretty clear, with Microsoft Teams as a Provider only 1x IP Camera is supported. This is not a config issue but a Microsoft Teams application restriction. 

Please work with our Partner Microsoft on a feature request to support multiple IP Cameras in their Teams Application.

Using the paperclip reset is a full factory reset and potential rollback of PolyOS firmware.

Best Regards

Steffen Baier

[JV-AU]

Thanks Steffen

Yes, the table is clear and as I said previously, the configuration I am presently using has only one IP camera connected for Teams, not two. I have performed a system reset, reinstalled Teams and the problem persists - Teams will no longer enumerate any connected camera. 

Is the full factory reset different to the system reset in the web interface? The system reset did not rollback the Poly OS firmware. 

[SteffenBaierUK]

Hello @JV-AU ,

The firmware would roll back if an older recovery version is present. You can check this in the alldata.txt file when you get the logs what is the current and recovery software.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[SteffenBaierUK]

A PolyOS firmware reset will also wipe the Microsoft Teams app so ensure that the latest 202411 version is being updated is the TAC once the system is back. Our Firmware contains the 202408 build.

Both the device and the TC Touch Controller must run the same version.

[SteffenBaierUK]

Hello @JV-AU 

the TC device shows the camera in my test running 4.4.0 and Microsoft Teams App 1449/1.0.96.2024110701  :

but the Microsoft Teams app does not when going into the Admin Menu:

The same with 4.4.1-426075

I suggest you contact our support team and quote 5134876713 / PECS-251906 so they can start looking at this.

Best regards

Steffen Baier

[JV-AU]

Hi SteffenBaierUK,

Thank you very much for looking into this further with your equipment. It is reassuring to know that it's not just me having the problem. I will initiate a support ticket with HP-Poly Australia. Please excuse my ignorance but what does 5134876713 / PECS-251906 represent in the context of this issue?

[JV-AU]

Hi Steffen,

thanks very much for putting the time into checking the issue with your equipment. It's reassuring to know that the problem is not just with my setup. Is 5134876713 / PECS-251906 the open ticket?

Regards

JV-AU