Re: Please check your network connection. Then click retry t... - HP Support Community

Anonymous · ‎06-13-2023

Hello Poly People,

In the last month or so all of our Poly x30s, x50s and x70s using Zoom Rooms have randomly displaying the message "Please check your network connection. Then click retry to re-connect" while the tablets say "Waiting for pairing". The appliances are unusable until we reboot the appliance 1 to 3 times. This will happen again and again to the same units every 3 or 4 days.

Poly support have confirmed that this is a known issue in Poly VideoOS 4.0.1 (and maybe 4.0.0). VideoOS 4.0.2 includes a fix for this, and should be released this month. Poly support recommends daily reboots until the update is available.

I wanted to put this out there in case any one is having the same problem.

SteffenBaierUK · ‎06-14-2023

Hello @MediumRoast ,

Welcome back to the Poly Community. What is the Poly ticket reference for this?

Best Regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎06-14-2023

Hi Steffen,

It is Case # 34602787.

Anonymous · ‎06-30-2023

Hi, We have managed to resolve this as we have been struggling with this issue since 20/06/23

It turns out in their infinite wisdom, Microsoft have made changes to their licencing.

You would have previously assigned your rooms login a Teams Rooms licence. This has now changed to basic or pro. The basic licence is enough to get the Polys working.

I hope this helps

MediumRoast · ‎08-09-2023

FYI, this is issue is still occurring. I opened another support case, got all the way to tier 3 support. Sent a bunch of logs. Haven't heard a thing back in 3 weeks.

SteffenBaierUK · ‎08-09-2023

Hello @MediumRoast

from 34602787 I can see it was closed and daily reboots were recommended using the API.

I would suggest opening another case and asking for this to be escalated. We cannot open closed cases as we changed the platform on 01.August.

Please quote 34604739/ECS-3626 and 34591126/ECS-3632 so the agent understands the urgency.

Best Regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Please check your network connection. Then click retry to re-connect

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