Poly X30 and Poly TC8 Microsoft Teams stuck on Connecting

RanielLimbo · ‎09-27-2023

We have a Poly X30 and Poly TC8 using the Microsoft Teams provider.
These devices were updated to the latest versions.
Poly X30: Current Version: 4.1.0-382263

Poly TC8: Current Version: 4.1.0-211200
Microsoft Teams: Current Version: 1449/1.0.96.2023062301

After signing in, the screen stucks on 'Connecting'.
Internet connection is verified and working.
Microsoft account uses E1 license.

SteffenBaierUK · ‎09-29-2023

Hello @RanielLimbo ,

welcome to the HP Poly community.

Please work with our Partner Microsoft on this as they supply the Microsoft Teams application running on our devices and also look after the Microsoft Teams platform you are trying to connect to.

We cannot really answer questions about accounts and licenses or any other restrictions via the format of a public community.

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

Eduardo111 · ‎10-09-2023

Hi Raniel, we are seeing the same thing, were you able to get anywhere with Microsoft?

Dan_Hemsø · ‎10-09-2023

Hi..

Please ensure that you use a Teams Room license and that you have configured Endpointmanager to support Teams Room for Android.

Using Ex license is not allowed by MS anymore.

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"

RanielLimbo · ‎10-09-2023

Hi Eduardo111, using other Wi-Fi that has direct internet connection worked for me.
You can also try changing the DNS.
Primary: 8.8.8.8
Alternate: 8.8.4.4

Eduardo111 · ‎10-10-2023

Thanks Raniel.

We've been thinking it is something network related but strange as only an issue since 4.1 on the TC8, 4.0.2 TC8s still work fine with our current network configuration. We are using Teams Room Pro licenses and everything was fine prior to 4.1.

SteffenBaierUK · ‎10-10-2023

Hello @Eduardo111

which 4.1.0 version is being tested? 4.1.0-382263 or the latest 4.1.0-180034 GA2 ?

The latest 4.1.0 GA2 has a September Microsoft Teams application 1449/1.0.96.2023090601 and in addition

Admin Agent 1.0.0.202306202019 and Company Portal 5.0.5954.0

Poly has not made any changes to our software that "should" affect this so the 1st contact should be our Partner Microsoft.

if this fails please work with our support Team.

Details are in my signature

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

Eduardo111 · ‎10-10-2023

Thank you Steffen, it does seem like it may have been this resolved issue EN-245296, so we will test the update to the newest version released a few days ago.

Are we able to view the full details for EN-245296 at all?

SteffenBaierUK · ‎10-10-2023

Hello @Eduardo111

the above reference covers a very specific use case for a customer with Proxy and Manual IP.

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

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