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HP Recommended

Hello,

 

After upgrading to 4.0.1 (X50 + TC8), the TC8 is stuck to "Successfully paired with Collaboration Area. Checking for Room Controller. Please wait..." 

Changing the provider to Microsoft Teams than going back to Poly does not help, either doing a reset factory of the TC8.

 

4.0.1 issue or a port need to be opened?

 

Regards

8 REPLIES 8
HP Recommended

Hi - Just from my experience, the latest 4.01 includes on the X50 the option to "Restart All" which restarts both the X50 and the TC8, have you tried this? See if this helps..

HP Recommended

Hi @DanielPetrillo

 

Thank you for this answer, but the TC8 has been reset factory so it has been rebooted already, but still the same. 😞

HP Recommended

Hello @lotfi ,

 

Welcome back to the Poly Community.

 

This can have many reasons as firewall ports need to be opened for multiple IP's/URL's

  • edge.skype.com (13.107.3.128):
  • trouter2-azsc-uswe-2-b.trouter.teams.microsoft.com (52.115.93.185)
  • 52.113.194.132
  • 40.82.248.224

In addition, so far we do not know what Microsoft Teams app is being used on both the Studio X/G7500 and separately on the Touch Console ake the TC8

 

I would suggest you verify the above and yesterday our Partner Microsoft released 1C 1449/1.0.96.2023060802 which should address:

 

- not being able to find the device once signed into Teams at a Teams level
- error is shown on TC8 when trying to join meetings

 

For any issue please work with our Partner Microsoft as they look after the app.

 

The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen

 

Thank you for this details, but the issue is for Poly Provider

 

I asked the customer to change the provider to Teams to force the issue to fix, but not working.

 

But the issue is on Poly Mode.

 

regards

HP Recommended

Hello @lotfi 

 

the port required in Poly OS mode is documented in the Admin Guide

 

Example:

https://www.poly.com/content/dam/www/products/support/video/video-os/archive/poly-video-os-config-re...

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

@Steffen

 

Thanks for this, but there is no port mentioned in it

the only thing talking about Pairing, is about command to enter.

 

Paragraphe : Optional Peripheral Device Pairing Parameter

 

regards

HP Recommended

Hello @lotfi 

 

please see this:

 

Sep 09, 2022 Question: What basic network data is sent and received by a Poly Studio X or G7500, or TC device?

Resolution: Please check => here <= 

 

This should cover everything. Multicast 224.0.0.200 port 2000 to pair

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi @Steffen

 

Thanks for this, we sent this to the customer, hoping it will resolve this issue of room controller.

 

Regards

 

 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.