Poly X30 TMRoA Displays older head shot photos during meeting

[sroy_]

Hello, I received a support call from one of employees that when in a Teams meeting from a room equipped with an X30 with other users, who join in remotely from their Windows Teams client, an older version of their corporate headshots are being displayed in the gallery. 

From the end users perspective, their current head shot is display within their Teams client when in the meeting. 

The older head shots cannot be found when lookup up these people via a Teams client on Windows or from any other M365 admin centers and the older head shots were in place some 4 years ago when we transitioned from SfB to Teams. 

Teams Admin Agent1.0.0.202306202019.productUp to date
Firmware4.1.0_00.180034Up to date
Company Portal App5.0.5954.0Up to date
OEM Agent App4.1-1012239Up to date
Teams App1449/1.0.96.2023090601Up to date

I am at a loss to find a reason as to why the room unit(s) (I have only heard of this happening from one room, however this could be playing out for others) would be able to find these photos and display over using the current one that the Teams client on Windows would display. 

Any ideas or path forward to try and debug this mystery? 

[SteffenBaierUK]

Hello @sroy_ ,

Your post was marked as Spam and had to be manually released.

As this is completely owned by Microsoft as you are using their Application and their Platform I would contact their Support team and/or a Microsoft-focused community forum.

Please ensure to come back and share the solution.

Best regards

Steffen Baier

[sroy_]

Hello SteffenBaierUK

I have a ticket open with MS support to discuss this further. After speaking with one of my local SEs, they've never heard/seen this issue either. 

[sroy_]

Circling back on this post to update what I've learned and what's been told me by Microsoft Support, 

My existing units are running 4.1.0, however I did try and update on one unit to 4.1.2, however the same issue was present. 

Android doesn't have any methods to clear its cache and therefore the only way to do so is to sign out and back into Teams. 

The only way I could see how this could be accomplished was to change the General Settings > Provider from Teams to Poly and back to Teams. Once back into Teams, you have to enter in the codes into microsoft.com/devicelogin and sign in with the Microsoft365 room credentials. The correct Teams photo is shown when I start a 'meet' and lookup the users in question. 

Some background:

The photos in question were pre-2022. I installed the first 15 units in the spring of 2022. The users in question updated their photos in late 2022 / early 2023. There is an article that states that Teams can cache photos for up to 60 days, however this doesn't seem to speak to Android. I would have to assume that once a photo is cached on the unit, it will never update to a new one. I installed another 4 devices in mid 2023 and they've been showing the updated photos.  

All of my units have been upgraded, many times and rebooted many times since new in early 2022, however it seems that the photos and login room credentials are all cached within the 'Teams Container' until a forced provider change is made. 

[sroy_]

Final solution provided by Microsoft support was to change modes (Teams to Poly To Teams) and complete the Teams sign-in process again on the X and TC8. 

I've asked them to add a cache clearing option as a feature request that isn't so time intensive as the Teams sign out / sign in process.