One of our Poly G7500 rooms gives error 'Room disconnected tap screen to connect'

[Larrygenenorris]

We are running a Poly xStudio G7500 with a TC10 touchpad in our executive conference room. Noticed yesterday that when I tried to go into the 'Environment' controls on the touchpad, it tells me the room is disconnected. We have had several Poly systems installed for a few months and have never seen this message. I am unable to get it to connect when I click it. It was running firmware 4.10, and as we are updating our rooms to 4.2, I proceeded to do that in hopes it may resolve this issue. It wiped away all my settings (Provider-Teams, plus other various settings in the web console). I had to log back into the Poly with our Teams account (we use Office365 on a Microsoft platform). That had a hiccup but finally let me back in after I rebooted the Poly 7500.  I am still able to web into the console and make any changes so I don't believe its a networking issue.  I have un-paired the  TC-10 from the 7500 in the console, and paired it back, too, so they see each other. The 7500 now has FW ver 4.2; the TC10 has 6.0, the E70 camera has 1.9.

[SteffenBaierUK]

Hello @Larrygenenorris ,

welcome to the HP Poly community.

Is this error message a Microsoft Message or a Poly message?

I suggest posting a photo but as this is a new installation, according to you, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Larrygenenorris · Accepted solution]

I apologize for not providing this solution sooner. We finally figured it out. Although I am unsure if it was a Teams message or not, it may have been from our Extron DTP switcher. This DTP switches between our various sources (ie laptop, PC, TV) and receives signals from a BiAmp Tesira. It was determined that the BiAmp lost its presets and other configured settings in the software, so the equipment had to be re-imaged. Very strange. Our vendor was able to get the equipment back up and running which resolved the 'environment' issue and was back to normal.