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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎03-06-2023 04:22 AM

HP Recommended

We have a large Poly estate > 150 teams rooms over many sites, and we are facing serious issues running our services.  With the Poly X bars suddenly freezing and becoming unusable - needing a physical reboot - you cannot do it from the web console of the device!, to Poly lens not giving consistent on-line status - the whole service is becoming unstuck.  Is there anything at all that can be done to help on this matter outside just continually rebooting devices, which is seems ridiculous.

 

We do have some devices on the Video OS 4.0 beta, that do not have this issue - so there is a fix, just not available to all bars yet.  Just looking for something more than a reboot, as this is no way to run a service for our users, who are getting fed up with the end results.

 

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions

‎03-09-2023 12:07 AM

HP Recommended

Hello @GManUK 

 

Poly OS 4.0 has been posted. Please see >here< as this is at present a controlled roll out.

 

If you still find issues please open a Ticket with Poly support so we and our partner Microsoft can investigate new issues running Android 10

 

Best regards

 

Steffen Baier

------------------------------------------------
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

View solution in original post

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3 REPLIES 3

‎03-06-2023 04:48 AM

HP Recommended

Hello @GManUK 

 

welcome to the Poly Community.

 

Same issue as already discussed here:

- https://community.poly.com/t5/Video-Endpoints/Poly-X-Devices-Go-Offline-in-TAC-Unable-to-force-reboo...

- https://community.poly.com/t5/Video-Endpoints/Studio-and-G7500-Devices-Freeze-when-Idle-in-Teams-Mod...

- https://community.poly.com/t5/Video-Endpoints/Poly-X50-Studio-going-offline/td-p/118676

 

Scheduling a periodic reboot seems to stabilize the systems (nightly reboot just like the Microsoft MTR does).

 

No fix for this as this is the Microsoft Teams application crashing taking down the whole Android System via an ANR.

 

An ANR will occur if you’re running a process on the UI thread which takes an extended time, usually around 5 seconds. In this case, our Partner Microsoft’s app seemed to have an issue.

On mobile phones, the user usually would be presented with a warning, but the way Android is running on our devices this seems to be suppressed.

 

Initially, we got a confirmation from the Microsoft Product Group that a fix included in Teams app U3CY22 will prevent the ANRs and therefore avoid the trigger for the crashes in the system service.

 

Based on our current findings the latest failures indicate that Teams ANRs with U3CY22 1449/1.0.96.2022120503 still occur, but Studio X failures are for an error in the kernel running on our 3.14 .x based on the Android 8.1 release.

 

A case reference for their Support Team to match this would be

https://skypeforbusinesspartnerengineering.visualstudio.com/Polycom/_workitems/edit/349290

ADO 349290

 

From my knowledge, our partner Microsoft will not fix this for Android 8.1 and therefore expects users to upgrade to PolyOS 4.0 once we release this.

 

The delay in the release is caused by work on resiliency alternatives as PolyOS 4.0 will move the system to Android 10.

 

Best regards

 

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎03-09-2023 12:07 AM

HP Recommended

Hello @GManUK 

 

Poly OS 4.0 has been posted. Please see >here< as this is at present a controlled roll out.

 

If you still find issues please open a Ticket with Poly support so we and our partner Microsoft can investigate new issues running Android 10

 

Best regards

 

Steffen Baier

------------------------------------------------
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
Was this reply helpful? Yes No

‎03-09-2023 06:24 AM

HP Recommended

This is great news, thanks.

Was this reply helpful? Yes No
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