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HP Recommended

I'm trying to figure out why some of our conference rooms keep disconnecting randomly throughout the week. We have multiple rooms that use a TC8 tablet and either a Studio X50 or X30. For the last month or so, the rooms seem to randomly disconnect entirely, bringing me to a navy blue screen with the message "Please check your network connection. Then click Retry to re-connect". 

 

Issue is, I've checked with our network team multiple times, and everything is connected properly. When I check System Settings on the devices, the LAN tab says I'm connected to an IP network and the correct IP displays. Only "error" I can see is in Provisioning Services, with a red dot displaying "Registration Failed". The room is provisioned on the poly side through Poly Lens, and through Zoom as a Zoom Room. It is registered and usually reconnects after a restart, but it is a pain when people are trying to have meetings and the room is not working. 

 

Any ideas on what might be causing this issue?

5 REPLIES 5
HP Recommended

Hello @PBoci ,

 

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 you are using.

 

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

 

For Poly IP phones please provide if this is PVOS, UC Software, or ObiEdition. For current Video products please include the Provider used.

 

An issue like this cannot be resolved via a public community post so please work with our support organization in your region. Details on how to contact us 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
HP Recommended

Hello @PBoci ,

 

welcome to the HP Poly community.

 

You have posted in an incorrect section and your post has been moved by a volunteer. It has been moved to a section more suitable for your request.

 

A volunteer may reply but if you need urgent help please work with our support organization in your region. Details on how to contact HP Poly support in your region 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
HP Recommended

It's a Zoom Room using Zoom...it's in the post. 

 

Software version is 4.0.2.384012 for all devices currently experiencing this issue. I'm currently looking at a Studio X50, but it has also happened for our X30s as well. 

 

TC8s are 4.0.2-211096.

HP Recommended

Hello @PBoci ,

 

We are using macros to reply or we would be writing the same questions over and over again. 

Your original post did not include basic details as the firmware of the device. Have you yet upgraded to PolyOS 4.1 and/or contacted the provider you are using ? 

 

I suggest you contact our Support organization in your region. 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
HP Recommended

Ok will do, thank you Steffen.

 

I also didn't realize 4.1 was available on Poly Lens yet. I'm going to update a batch of devices today and see how things work out next week. 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.