TC8 touch panels stuck in pairing look (X50 Studio)

[Daniel2525]

We have a number of Poly TC8 panels that are paired with a x50 Studio's that are on a screen showing "Trying to pair...".  They were paired for over a year but earlier this week Microsoft force enabled MFA on our tenant.  We added the accounts they use to an exclusion list, and although the x50 that these panels are paired with are now signed into our tenant again, their TC8 pairs are stuck on this screen.

In the web interface of the x50 it shows as paired.  Unpairing and pairing again does not resolve it.  In Teams admin within our tenant we see that the TC8 shows "Sign-In Issue" but the x50 does its paired with does not.

This is affecting about 50% of our units, the other 50% are working as expected.  Below is what we see for an affected TC8 in Teams admin

[M_Salman]

Hi @Daniel2525, Welcome to Poly HP Support Community.
 
It looks like this may need direct support from our technical team. I encourage you to contact HP Support, where our engineers can take a closer look and help sort it out. You’ll find the contact link below.
https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[SteffenBaierUK]

Hello @Daniel2525 ,

Welcome to the HP Poly community.

Is this a PolyOS Level pairing or a Microsoft pairing between the Poly Studio X50 and the TC8 touch console running Microsoft Teams?

If Teams pairing, are you on AOSP already?

I would suggest you contact our partner Microsoft, as they:

• Provide the Application you are using, aka the Teams app running
• They host the Platform you are using, aka Microsoft Teams
• They should advise you of any limitations regarding firewalls, ports, protocols, or requirements for your Microsoft environment.

Microsoft AOSP remote connectivity test

https://testconnectivity.microsoft.com/tests/TeamsAOSPMigration/input

Policies/Rules	Recommendation	Outcomes if recommendation not followed
CA Policy - with device compliance requirement	Ensure enrollment profile is created in Intune.	Devices may sign-out during migration. Further sign-ins will also be blocked with error: AADSTS50002: "deivce is required to be compliant" in AAD signin non-interactive logs.
CA Policy - Multi-factor Authentication (MFA)	1. Not supported at all for shared devices	DCF sign-in will fail with AADSTS50076/50079: "use/enroll multi-factor authentication" error code.
	2. For personal devices: not supported with DCF for Teams app version 1449/1.0.94.2025084203 (and earlier)
	You may use per-user MFA to unblock DCF sign-in temporarily on but this is deprecated in September 2025
	1. For personal devices (Teams Phones, Teams Displays: Supported for DCF with on screen keyboard for Teams app version 1449/1.0.94.2025087003 (and later)
CA Policy - with App Protection Policies	Not supported	Sign-in will fail with AADSTS53009/53005 error code.
CA Policy - exclude devices	Location filters or Device filters can be used to exclude devices from unsupported policies.	If not excluded from unsupported policies, devices may sign-out.
	Displayname is the recommended Device filter to use (manufacturer and model also work).
CA Policy - Terms of Use (ToU)	Not supported for shared devices	DCF sign-in will fail with AADSTS50158 error code.
	Not supported with DCF for Teams app version 1449/1.0.94.2025084203 (and earlier)
	Supported for DCF with on screen keyboard for Teams app version 1449/1.0.94.2025087003 (and later)
CA Policy - Sign-in Frequency	Not supported for shared devices	Requires reauthentication if configured (AADSTS70045), including causing sign-outs during migration.
	Sign-in Frequency for "1 hour" and "Every time" should not be used for Teams Devices undergoing AOSP migration
Firewall rules	Teams and Intune URLs need to be allowed in firewalls	Devices may sign-out during migration and further sign-in may fail with error code: 20018 or discovery on login screen UI.
	1. Allow Teams traffic, Office 365 endpoints
	2. Allow Intune traffic, Intune endpoints
Dynamic Device Groups	Do not use Dynamic Device Groups that require attributes that are populated by Intune (e.g. device.deviceManufacturer -eq "Cisco").	Leads to replication delay on the Manufacturer and Model number attributes which can cause sign-in delays or require multiple sign in attempts.

https://techcommunity.microsoft.com/blog/microsoftteamssupport/moving-teams-android-devices-to-aosp-...

Best Regards

Steffen Baier

[tsharpe2282]

I've experienced the same exact issue/scenario on a Studio x30/TC8 and Studiox70/TC8 and the only thing that I've found that works is factory resetting the TC8 and then adding it back to the room.  So far it seems to be working.  

Things I tried before:

Unpairing/Pairing

Power cycle TC8

Power cycle Studio x30/70 devices

Sign out of Teams - Sign into Teams

Reset Teams Pairing in Teams administration from TC8