Poly Studio X50 random sign out and unpairing

[CL5191]

Our Poly x50 are fully updated to the support level on the Teams control panel, and they still sign out randomly.  We have disabled the sleep and device lock timers.  Sometimes when this happens the TC8 also unpairs and takes several reboots to pair with the x50.

Thoughts?

[SteffenBaierUK]

Hello @CL5191 ,

Welcome to the HP community.

Your post unfortunately does not contain the currently used Software version for the HP Poly product and in addition the Version for the Partner application you are using.

This is important in the future when someone finds this post in days, months, or years to come. 

In this occasion, if using PolyOS 4.0.2 and the Microsoft Teams app 1449/1.0.96.2023062301 our Partner Microsoft is aware:

August 7, 2023 at 6:33 PM GMT-3




Title: Some users’ Microsoft Teams Rooms Android devices are continuously unpairing

User impact: Users’ Microsoft Teams Rooms Android devices are continuously unpairing.

More info: Affected devices won't pair again until they’re restarted.

Current status: Following our device performance analysis, we're isolating a code regression which is believed to be causing users' Microsoft Teams Rooms Android devices to continuously unpair. We're further analyzing the code to confirm our finding, but in our efforts to quickly remediate the problem, we've developed a code fix which is expected to remediate the impact. We're internally validating this fix and will provide an updated timeline for its deployment and the remediation of impact once it becomes available.

Scope of impact: Your organization is affected by this event, and some users attempting to utilize Microsoft Teams Rooms Android devices are impacted.

Next update by: Wednesday, August 9, 2023 at 8:00 PM GMT-3

https://admin.microsoft.com/AdminPortal/home?#/servicehealth/:/alerts/TM664857

I suggest your work with our Partner Microsoft who provide the Application you are using on the Platform you are using.

Best regards

Steffen Baier

[nlev]

We have experienced this issue as well. I've tried opening support cases but haven't gotten very far. I've enabled debug logging, so hopefully I can catch some useful debug logs when this occurs again.

[SteffenBaierUK]

Hello  @nlev ,

welcome to the HP Poly community.

The debugging would have to be on the Microsoft Log end and as neither HP Poly or an end user can debug these a Ticket with our Partner Microsoft is required.

Simply open a case via the TAC and our Partner Microsoft, who you assumingly pay for their Service, should get back to you.

Best Regards

Steffen Baier