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HP Recommended

Hi Team,
We recently deployed Poly X30 & X50 with Poly Trio 8800 or TC8 and noticed when the power outage or unplug the main power cable from the X30 or X50 the device is on reset mode and showing sign-in screen on the TV rather than showing the room is available.
In short the device is losing its configuration and it requires to reconfigure X30 & X50 again.
From the first day of deployment till today’s date I have reconfigured all devices more than 8 times in each room and we have 8 conference rooms so it is wasting lot of my time.

Have anyone ever seen this type of issue? Really appreciate your help if you have any resolution to fix this issue.

Thanks & Regards

Nirmesh Patel

13 REPLIES 13
HP Recommended

Hi,

 

1. What firmware version do you use?

2. What provider mode in the system before losing power?

3. Have ever hard default reset device?

HP Recommended

Thanks for your reply.

1. What firmware version do you use? tested with previous version and 3.4.0 &  3.3.2  

2. What provider mode in the system before losing power? Microsoft Teams 

3. Have ever hard default reset device? yes 

 

HP Recommended

Hi,

 

As i understand what you mean, when device lose power and reboot, you have to sign in with MSTeams Account again. Am i Right.

Or When device lose power and reboot, it moved to Poly Mode from MSTeams Mode.

 

HP Recommended

Hi NJH81, do you have the X30/X50 also configured to use LENS for provisioning?

 

HP Recommended

Hi Loan Hoang yes I need to sign-in again but it is not just simple sign-in process I need to reset all configuration and reconfigure the X30 or X50 all the time if  power lost. spending 15-20mins each time during this type of situation.

HP Recommended

Hi Beyond Conference Yes both are configured to use LENS for provisioning 

HP Recommended

Yes Correct Long Hoang - when device lose power and reboot, I have to sign in with MS Teams Account again but sign-in.

HP Recommended

Hello @NJH81 ,

 

Welcome to the Poly Community.


Software 3.4 is not certified for Microsoft Teams so only software 3.3.2 should be used.

 

I suggest you contact our support team in your region and/or your Poly reseller so we can troubleshoot this.

 

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, I have encountered the same issue and a support ticket has been created, but a solution has not been provided. It occurs on both firmware levels (started with 3.3.2). At this moment I am running 3.4 as instructed.

You should indeed contact your support.

 

BR.

remark.  It looks like a MS Teams App issue

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