Poly Studio X70 Shutting Down automatically

[euraclidon24]

We are experiencing an issue with our Poly Studio X70 device configured as a Microsoft Teams Rooms on Android (MTRoA). The device has been randomly powering off, typically during nighttime hours.

To troubleshoot, we have taken the following steps:

• Disabled “Out of Office Hours” and “Power Saving” features

• Performed a full factory reset

• Confirmed the device is running the latest available software version

Despite these actions, the issue persists.

Below are the device details for reference:

Device Information:

• Model: Poly Studio X70

• Software Version: 4.5.1.440029

• Setup: Microsoft Teams Rooms on Android

[nlev]

Can you share more details about what you mean by "powering off"?  Is the device still online and accessible via the network? Is there any lights displayed on the camera bar? If you have the tablet, is any message displayed there?  To investigate further, I suggest enabling "Save Logs to Internal Storage" and then try to download a copy of the logs after the issue occurs.

[euraclidon24]

Hi Nlev, the device has completely shut down and is offline on both Lens and the Microsoft Pro Portal. The onsite team needs to reconnect the power supply to bring it back online.

[Shrijog]

Hi @Euraclidon24

Good day! Kindly help us with additional information in order to isolate the issue. 

1. Is the issue intermittent?

2. Is there any scheduled reboots set up?

3. Have you observed the issue across different providers?

4. Is the device registered to Lens.poly.com

For additional support, please follow the below link to raise a ticket with HP.

https://support.hp.com/gb-en/poly

Regards,

Poly

[euraclidon24]

Hi Shrijog,

Thank you for checking.

Is the issue intermittent?
The device shuts down every night, so the issue is consistent.

Is there any scheduled reboot set up?
There are no scheduled auto-restarts configured on the Poly device or in Poly Lens. However, a scheduled auto-restart is set via a configuration profile in the Teams Admin Center.

Have you observed the issue across different providers?
We’re using the device as an MTRoA, so we haven’t tested it with other providers. However, we have three other Poly X70 units at the same site with the same settings and groups in Poly Lens, and those devices are working fine.

Is the device registered to Lens.poly.com?
Yes.

[SteffenBaierUK]

Hello @euraclidon24 ,

Welcome to the HP Poly community.

I doubt the Studio X70 is shutting down, this is most likely a crash.

I suggest:

• Disable the Microsoft TAC reboot as this only reboots the Studio X and not the TC. For the TC only the application restarts
  • Enable save Logs to flash as suggested by @nlev  and when the issue appears again raise a HP Poly Support ticket as this is a Peer to Peer end user forum only
• Enable the Poly Scheduled reboot on a daily basis for the Studio X and all peripherals

Best Regards

Steffen Baier