Still displaying pairing after paired on TC10

[SCNick]

microsoft teams using polycom tc10 after already paired still displays trying to pair? why? Being used with X52 studio

[SCNick]

Thanks for your reply. It's already paired. But the TC10 screen keeps diplaying trying to pair. When this happens it becomes unuseable. I need to unpair and re pair. But then it just happens again all day long.

[SteffenBaierUK]

Hello @SCNick ,

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 version you use. 

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

Please do not simply edit the original post but reply with the the PolyOS and Teams application versions. Also are you on AOSP already ?

In the FAQ or the Read 1st section, we remind users why this is important.

EDIT: Also is this pairing on a Poly Level or the Microsoft Teams Level?

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[SCNick]

Studio x52 version 4.5.1-440029

TC10 version 6.5.1-7001187

[SteffenBaierUK]

Hello @SCNick 

you are missing:

• Teams App Version, are both the same on the TC and the Studio?
• Teams level pairing we assume

If this is Teams Level Pairing and the Teams App version is the same for both TC and the Studio does your firewall team have all the Ports open that Microsoft requieres?

I suggest you contact our Partner Microsoft moving forward.

Best regards

Steffen Baier

[StijnD1]

Hi

Did you have found a solution? We are having the same issues with the latest 6.5.0 and 6.5.1 versions of TC10 firmware and 4.5.0 and 4.5.1 firmwares of Poly X32 studio.

Kind regards

[SteffenBaierUK]

Hello @StijnD1 ,

Welcome to the HP Poly community.

Is that at a PolyOS level pairing, aka, can you not see the TC paired via the Studio X web interface?

If no, then it is a Microsoft-level pairing relying on multiple ports, addresses, and protocols. I also replied to your other reply>Post<

Best Regards

Steffen Baier

[StijnD1]

Hello

In the webinterface of the X32 I can see the TC10 as connected. Everything seems to be working fine, as we can have meetings. Except very annoying that the screen went black every 5-10 seconds with the message "trying to pair with the device" and then went back to the Teams homepage or meeting where you can see the scheduled meetings.

What I've done:

- Update both units to latest version available (4.5.1 and 6.5.1 with associated Teams versions as described in the release notes)

- Factory reset after that of both units

- Update switches

- Turn off IGMP snooping

- Replaced cables

- Firewall completely open to Internet without restrictions or scanning

However still the same issue. 

We have another unit (X32 + TC10) on the same switches but on another VLAN without issues. That unit is however still running version 6.4.2 and 4.4.2. 

[SteffenBaierUK]

Hello @StijnD1 ,

Then the question is, did this unit do this when it was on the same software as the other one?

I suspect the network and would work with Microsoft support or open an HP Poly support ticket. 

Best Regards

Steffen Baier

[Dystoxin]

Been having the same issue with many of our TC10s and X52s. Everything is updated to the latest teams software and all the units are on the latest versions of their respective firmware/software. 

Ours will either, not display a teams code at all or let you sign in on the device. Or, it will flash in and out of pairing but show its connected on the X52 GUI. 

Did you ever get a fix?