new X50 and launching Teams app makes x50 go blank

[Mike_8691]

HI

I'm in the process of provisioning a new x50 install (X50 and TC8)

in the addition of finding out that it now needs to have device administrator enabled in Intune to allow the device to connect with the account ( which has not been enabled on the tenant ) we have an issue with the x50 starting up in teams mode and launches the teams app but as soon as the app starts on the x50 the display in blank - nothing is displayed on screen.

the TC8 has registered and can be seen in the teams admin devices but not the x50

Software version 4.1.2-388101

Teams :1449/1.0.96.2023111001

it seems to be failing on the pairing of the device at never able to load the teams app to complete pairing from the TC8 and the TC8 displays unable to find devices

[SteffenBaierUK]

Hello @Mike_8691 ,

welcome to the HP Poly community.

Our partner Microsoft has very specific network requirements and for us Volunteers to try and help may be difficult as we have no understanding of your network set up. In addition, the same is applicable for anything around Microsoft Teams aka limitations around Intune etc. None of these have anything to do with us as an OEM manufacturing Android-based MTRoA solutions. Similar to Microsofts own MTRoW restrictions.

A good source is: https://learn.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worl...

Our own Video FAQ contains:

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

Resolution: Please check => here <= 

When you speak about the TC device not finding a Studio X or G7500 do you mean this screen (Poly local network issue):

Local Network

Or a Microsoft Network issue:

Your Network Team should be able to help you with both. The Video FAQ contains a post on how to use a USB stick to capture network traffic on a Studio USB.

You could also look into supplying Studio X with DHCP credentials to register to Poly Lens to be able to configure basic settings. Ultimately you need to sort out the issue in your network that prevents the Microsoft applications (there are 3 working in parallel) from connecting to Teams and start working together to sign into Teams and pair with the TC8 via the Internet.

If all fails I suggest you contact our Support organization in your region so they can try and help and/or refer you to HP Poly Sales as we do offer Network Troubleshooting.

Other Volunteers may reply but if not details are in my Signature.

Best Regards

Steffen Baier

[nlev]

I think I ran into a similar black screen issue when setting up a new X50 recently. The issue ended up being the TV was connected to the wrong HDMI port. Try swapping the HDMI to the other port.

[Mike_8691]

hi thanks unfortunately i don't believe its a cable issue, as you can see the poly start (on screen) and then it starts the teams app to start the pairing process then everything goes blank..  

[SteffenBaierUK · Accepted solution]

Hello @Mike_8691 ,

I would suggest to double check as @nlev suggested as it is an easy mistake to make.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier