Poly TC8 Touchpad does not Recognize Teams Room Controller a... - HP Support Community

CalebJeff · ‎10-30-2023

Hi,

This issue has started to appear after the firmware upgrade on the poly system.

Whenever the complete system is restarted, the Poly TC8 (touchpad) is unable to connect to the Room controller (G7500) over teams. The error message displayed says "Couldn't find the device". The device however is paired successfully through the network.

Is there a way to make the Touchpad TC8 automatically pair with the Teams Room Controller without having to sign out and sign back in?

SteffenBaierUK · ‎10-30-2023

Hello @CalebJeff ,

Welcome to the HP community.

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

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

There are known Microsoft Teams issue within the Teams Admin center or their release notes:

- https://learn.microsoft.com/en-us/microsoftteams/rooms/rooms-release-note?tabs=Android#1449109620230...

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

Some users’ Microsoft Teams Rooms Android devices are continuously unpairing

TM664857, Last updated: October 3, 2023 at 6:51 PM GMT-3

Current status: We've completed the validation of our fix to ensure that it addresses the underlying root cause of the issue and we're preparing to begin deployment to the affected environment. We anticipate that this process will complete and remediate the issue by Tuesday, October 10, 2023. Admins may be able to utilize the Microsoft Teams admin center to manually install the fix once it has reached them instead of waiting for the standard auto-update.

Please work with our Partner Microsoft after you ensured you updated both the G7500 and the TC device to PolyOS 4.1.0-180034 GA2

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

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

Poly TC8 Touchpad does not Recognize Teams Room Controller after Restart

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