TC8 not pairing

[AG224]

We’re experiencing an issue in two rooms where the TC8 is unable to pair with the Studio X50, even though both devices are on the same network. We’ve already performed a reboot, and a factory reset on the devices, but the pairing issue remains unresolved.

The X50 is currently running firmware version 3.14.2-378005. We attempted to update the firmware but encountered the following error: "Unable to access the provided URL."

Any guidance or support would be appreciated.

[SteffenBaierUK]

Hello @AG224 ,

Welcome back to the HP Poly community.

Guessing from the screenshot, as you have not provided this detail, this is not pairing at a Microsoft Teams Level.

As most likely the Teams Applications are different due to the device not running a matching and compatible software I can only suggest to upgrade the Units.

Simply log on to https://lens.poly.com/ and download PolyOS 4.4.3 and unpack this on a USB Stick and upgrade this way

From our Video FAQ:

Jun 03, 2021 Question: Can I provision a Poly G7500, G62 or Studio X via USB or a local HTTP server, and what format do I need to use?

Resolution: Please check => here <=

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

Best Regards

Steffen Baier

[AG224]

Thank you for your response. I was finally able to download the update. Do you have any instructions on how to manually update the device?

[SteffenBaierUK]

Hello @AG224 ,

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, such as Microsoft Teams, Zoom Rooms, Poly SIP/H.323 mode, etc.

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.

The post you replied to explains what to do.

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

Best regards

Steffen Baier