TC10 and TC8 losing pairing at teams level

[Syedali1]

Hi Team,

I’m encountering an issue with Poly controllers (TC8 and TC10) losing pairing with studio on VLAN 10, which points to the firewall. However, when connected to VLAN 20, which is directly connected, they work fine.

Note: Both the studio and controller are on the same subnet, and there are no firewall deny logs. All necessary traffic is allowed and they are not losing any Network connectivity they are just signing out from teams and tc8 or tc10 shows searching for studio..

Any suggestions on resolving this issue?

[SteffenBaierUK]

Hello @Syedali1 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product and the Partner application version you use. In your case Microsoft Teams.

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 versions.

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

As this is a Microsoft-related issue, the easiest way would be to contact our partner Microsoft, as they define the network addresses the devices need to pair via the Internet. Pairing when running Microsoft Teams is not local; it requires internet access.

I saw a similar chat internally and the suggestion was to change the DNS for the TC device to DNS1 1.1.1.1 and DNS2 4.2.2.1

If that does not help try DNS1 1.1.1.1 and DNS2 8.8.8.8

Again, the above is not a Poly issue or Poly requirement; in the End, only our Partner Microsoft can help and support you.

Best regards

Steffen Baier

[nlev]

Do either of the switch ports have a voice VLAN configured? We've had intermittent pairing issues when the port has both a data and voice VLAN configured. Instead set the data VLAN only for both ports.