TC8 just shows 'Successfully paired with (room name)' Teams Room

[ITSysAdmin]

I have an X50 and TC8, and the hardware seems to be fine, but there are no errors so I have no idea why it's not doing what it's supposed to do. I'm trying to test it with a free Teams Room license and the X50 is working as expected - but the TC8 isn't.
 
I can log in to both the X50 and TC8 via the web interfaces, the Teams admin centre shows the room is configured for the X50, the pairing between the 2 devices is successful, and a Teams meeting does work as expected with the camera and TV - but the TC8 has no ability to control anything or even get into the settings once it is paired in Teams mode. It all works as expected in Device Mode, so it's not a hardware issue, but in Teams mode, it's just a white screen displaying a message that it's paired successfully, but it won't get past that.
 

Is this because I'm only using a free Teams Room license? I really don't want to pay for the full license when it looks like it doesn't even work with Teams.

[SteffenBaierUK]

Hello @ITSysAdmin ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product, the HP Poly Software, or the specific Partner application you use.

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions. This is stated in the FAQ or Read 1st section and explained why this is important.

Could you share some screenshots so us volunteers get an Idea what you face?

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[ITSysAdmin]

My apologies, I thought I'd pasted it in.

X50 Software version: 4.2.0-396113

TC8 Software version: 6.0.0-211616

Microsoft Teams Version: 1449/1.0.96.2024042606

[SteffenBaierUK]

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@SteffenBaierUK wrote:

Hello @ITSysAdmin ,

....

Could you share some screenshots so us volunteers get an Idea what you face?

....

Best regards

Steffen Baier

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[ITSysAdmin]

[SteffenBaierUK]

Hello @ITSysAdmin ,

thanks for providing this picture.

The screen shown is not a Microsoft Screen. This is during the pairing with the Studio X/G62/G7500

Once Microsoft is active as a provider on both the Android device and the TC device a darker screen is shown on both quoting a code. There are two levels of pairing, pairing on a PolyOS level and then pairing on a Microsoft level via Teams.

This code needs to be added via https://microsoft.com/devicelogin

Both devices need to sign into this. Once this works the TC device will automatically find the Android device and pair on a Microsoft level. No signing in via the Web Interface on a Poly level, all is done via https://microsoft.com/devicelogin

I would suggest you factory reset the TC device via the Pin Hole method and if this still fails I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[ITSysAdmin]

That's what I expected should happen, but I was never prompted to login on the TC8, just pair to another device. I already factory reset both devices and did all the updates with no change - I guess I'll have to contact the official support.