Poly TC going offline when team update

[Rick377]

I am updating Teams room on android. To the latest version showing in the TACi. From the TAC ,I select the room and click on update. After a while the TC goes offline. I am unable to access the TC via web browser, rebooting the device doesn’t work. So far the only way I have been able to get the TC back is a factory reset-set. 

This has happend on 5 teams rooms I have for validation of new software/firmware. As I have 63 teams rooms across 24 sites this is not possible.

is anyone else experiencing this behaviour

[SteffenBaierUK]

Hello @Rick377 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product or the Partner application version you use.

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

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

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

Best regards

Steffen Baier

[jwaynes23]

Hi @Rick377. I am following this thread because I'm experiencing the same issue as you. My Poly x52, x30, and TC10 tablets are randomly going offline in the middle of the night after reporting a 'healthy' status in the Teams Admin Centre. The software and firmware versions can be seen below. For this particular room, I was physically in the room yesterday (Jan 23rd) in the afternoon and the device was online, functional, and fully up-to-date. I logged into Teams Admin Centre this morning and the device went offline at 3:37am. Aside from a factory reset, the only way I have been able to get the devices back online is to physically unplug the video bar and plug it back in. However, this is not an ideal solution, and the devices still go offline in the night at random times. 

[SteffenBaierUK]

Hello @jwaynes23 ,

Welcome back to the HP Poly community.

Posting a screenshot does not help other or a search engine to determine the version so please always post the version information as text.

Are you using a proxy in your set up?

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

Best Regards

Steffen Baier

[rhoover0809]

I'm also having several TC10/TC8 going offline in Teams. 

X70

Teams Admin Agent

1.0.0.202407050618.product

Firmware

4.4.0.416273

Company Portal

5.0.6152.0

OEM Agent

7.0.0-SNAPSHOT

Teams

1449/1.0.96.2025010301

TC10

Teams Admin Agent

1.0.0.202407050618.product

Up to date

Firmware

6.4.0.7000547

Up to date

Company Portal

5.0.6152.0

Up to date

OEM Agent

7.0.0-43

Up to date

Teams

1449/1.0.96.2025010301

[rhoover0809]

Further info. So far the common denominator for the TC10 going offline is Firmware 6.4.0.7000547 and OEM Agent 7.0.0-43. The TC10 with Firmware 6.4.1.7000634 and OEM Agent 7.0.0-SNAPSHOT for me appear to be stable so far.

Working TC10

Offline TC10

[rhoover0809]

Please see my updates to this same issue.

[SteffenBaierUK]

Hello @rhoover0809 ,

Welcome to the HP Poly community.

The question to the original poster @Rick377  and the follow up poster @jwaynes23 was if they use a Proxy in their set up.

Also, I assume you mean they do not appear in the Microsoft TAC by going offline? Is the unit still paired on a Poly OS level and Microsoft Level aka working?

Microsoft has released PolyOS 4.4.1 in the TAC so please ensure all units are updated to this version aka the Studio / G7500 / G62 and the TC controllers. You are running all Microsoft updates available within the TAC aka Teams update and Admin Agent.

The next step would be a ticket with our partner Microsoft and / or HP Poly support. Details are in my Signature.

Best Regards

Steffen Baier