TC8 in Direct Guest Join stuck at "Connecting to Zoom Meeting"

[Adam_In_DC2]

Poly X50

Teams:  Current Version: 1449 / 1.0.96.2024091202 

Poly Firmware:  Current Version: 4.3.2-422023

Poly TC8

Software Version:  6.3.2-211744

Testing Microsoft Teams - works as expected.

Testing Zoom via Direct Guest Join or DGJ - TC8 Join button works and X50 joins the meeting.  But TC8 is stuck at "Connecting to Zoom Meeting" with the only option of "Cancel" on the TC8.  Video and Audio appear to work.  But if you hit cancel on the TC8 - it hangs up the X50.  If I rejoin the meeting via the TC8, the X50 rejoins - but the other parties can no longer hear the X50 - but video works.  

I have an X30 and a TC8 in production and just replicated similar behavior in there.  So - there appears to be a new bug with Direct Guest Join and Zoom.  I'm not sure if it's just me - or something else in Microsoft Teams Room Land.  

Let me know what other information I need to post.  Is this a Microsoft issue that needs to be opened up on the M365 Admin Portal?

[SteffenBaierUK]

Hello @Adam_In_DC2 ,

welcome back to the HP Poly community.

A quick and easy test would be to downgrade to 4.2.2 as this was the last Microsoft Teams-approved version. This will not downgrade the Teams version.

Most likely, as our Partner Microsoft has tested and certified 4.3.2 they would need to look at it as it is their Apps running on our devices.

Best Regards

Steffen Baier

[Adam_In_DC2]

Hello Steffen:

I like that idea - but need a little further direction.  

I found a link on the concept of downgrading software via a USB Drive on a G7500 - which I assume will also work on the X50 or X30 - but would need you to affirm that.  But not only that - where would I download 4.2.2 from and is there a sheet on preparing the USB Drive?  Many of the poly support links have moved and are hard to find on the HP site.  

My assumption:  Download 4.2.2 onto a USB Drive.  Reboot the X50 with the Drive inserted.  Let the magic happen.  Reboot and disable auto updates.  

Poly Documentation Library

Thanks for your assistance.  

[Adam_In_DC2]

As soon as I posted this, I found 4.2.2.408037 in Poly Lens and downloaded it.  We'll see if just putting on a fresh USB key will allow me to downgrade the unit.  If there is another page with these downloads - let me know.  

[Adam_In_DC2]

Here's where I'm at:

• Downloaded poly-video_swbundle-4.2.2-408037.tar.gz at 5.8 GB.  Tried to copy to an 8GB USB drive.  Error "not enough space."  Ahhhh - Fat32 has a 4GB file size limit.  
• Reformatted USB from Fat32 to NTFS.  Copied file to USB.  Plugged into X50.  Nothing.  Rebooted.  Nothing.  
• Discovered obscure note that said you have to extract the file out of the compressed file.  
• Extracted poly-video_swbundle-4.2.2-408037.tar out of the "gz" file.  Same essential size.  Copied to USB drive.  
• Plugged in drive - still nothing.

At this point, I'm not sure downgrading via USB is a thing.  I am waiting for HP to deregister the X50 from Lens for the previous owner - so I can register it.  At least I can downgrade the firmware that way.  I'm doing that now on an X30 that's actually in production.  

Does Poly still have custom URLs with previous versions?  They used to have unpublished URLs that I found on someone's YouTube video - swupdate.lens.poly.com/polyos/4.xxxx

That's the only other option I can see - but without knowing where to point to - it's kind of impossible.  

Am I missing something on the USB downgrade method?

Thanks for your advice.  

[Adam_In_DC2]

Jan has a video!  It looks like I have to unzip the file - yet again - to get the actual files necessary to downgrade.   Will try again.  Let's hope this gets it.  

☕Tech🛠 How-To Local USB Upgrade or Downgrade Studio X or G7500 (youtube.com)

[SteffenBaierUK]

Hello @Adam_In_DC2 

You may want to hold off on this as I believe we have a communication with our Partner Zoom that they are aware. I am awaiting clarification and you may want to work with Zoom if you have the possibility once I can confirm this.

http://swupdate.lens.poly.com/polyos/4.2.2/408037
https://swupdate.lens.poly.com/ZippedModelFirmware/Studio_X50/poly-video_swbundle-4.2.2-408037.tar.g...

The first link is for using General Settings > Device Management > Change Download Update From and either Select Poly Support Site or Custom Server URL

the 2nd link use the USB FAQ => here <= 

Best regards

Steffen

[Adam_In_DC2]

Thanks.  I was successful in downgrading the X30 to 4.2.X

The test was the same as before.  Zoom Direct Guest Join is malfunctioning.  

It sounds like you're suggesting there could be an issue that Zoom is aware of.  That is helpful - and perhaps this isn't my fault (for once!).  

[SteffenBaierUK]

Hello @Adam_In_DC2 

please contact Microsoft Incident/ICM 555384161 first and on Zoom you could mention ZSEE-145702 and this should get you started.

Best regards

Steffen

[Adam_In_DC2]

Zoom call logged with Tier 1 operator.  She looked up the Zoom incident number and somewhat acknowledge it after I read it to her.

BTW - here's what the behavior looks like on my end.  The Big Screen shows a joined meeting - although a few things are broken.  The TC8 is stuck at "Connecting to Zoom Meeting"

Invariably, the call drops.