Studio X30 Devices Will Randomly Go Offline

[sroy_]

Great strides have been made in the latest round of updates for the Poly X series devices, however from time to time I will see one or more rooms go offline. All devices are running the latest 4.1.0_00.180034 release. Prior to 4.x, we'd see this issue occur almost daily due to an issue with the underlying ANR issues. 

The camera unit is unresponsive over the network and a manual power cycle is required to restore services. The TC8 tablets are not affected, however cannot pair back to the camera unit as its not accessible over the network. 

I had 3 units go offline yesterday in different sites at different times during the day. The remaining 16 units were not affected. 

Is anyone else seeing this type of behavior with any of their TMRoA units? 

[SteffenBaierUK]

Hello @sroy_ ,

welcome to the HP Poly community.

When you state offline, is the unit unresponsive or are you talking about the Microsoft Teams application logging out?

For the first issue, we recommend using the new scheduled reboot at least once a week.

For the 2nd issue, we are working with our Partner Microsoft and they are working on a new Teams application and company portal.

Example:

https://admin.microsoft.com/AdminPortal/home?#/servicehealth/history/:/alerts/TM670039

Users may be unable to use Microsoft Teams accounts on any Microsoft Teams certified Android devices

TM670039, Last updated: November 6, 2023 at 9:05 PM GMT-3

Final status: Deployment of the firmware update containing the fix is complete, and we've confirmed that the issue is resolved for devices with the fix applied. Admins can apply the fix to their managed Microsoft Teams devices by downloading firmware update 1.19.584 for those devices in the Teams admin center.

Next steps: - We're reviewing our Intune Company Portal update procedures pertaining to Microsoft Teams devices to prevent similar impact in future updates.

This is the final update for the event.

Best Regards

Steffen Baier

[sroy_]

Based on the timestamps of the posts for TM670039, my devices were not impacted by the accounts logging out. 

This seems to be more of an underlying OS issue where the network stack is impacted. When these units have gone offline, I have been unable to ping them or access their WebUI to check on their status. 

I have to resort to a manual power cycle to recover. 

[SteffenBaierUK]

Hello @sroy_ 

that would be issue 1 then. For now, use the weekly reboot but if you have a unit where you can reproduce this on a regular basis and have a unit in warranty or under contract set the following:

-        Diagnostics > Logs > System Log Settings > Log Level > Debug

-        Diagnostics > Logs > System Log Settings > Save Logs to Internal Storage

Once you replicate this please work with support and mention EN-240753

Best regards

Steffen Baier

[sroy_]

I've setup a weekly scheduled reboot on each of the units and will monitor accordingly. 

[nlev]

Nightly reboot has solved it for me.