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HP Recommended
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Hello,

I'm not sure if this is a general problem with the device but we have a fleet of poly x30/x50 in our premises.

It's one year that every week we are fighting with calendar sync issues, accounts disconnecting from the devices, soft reset, hard reset etc.

 

Especially on the x30.

 

Is this a common issue? do you have to restart the devices at least once a week to make it work smoothly? This is not really the experience that we were looking for from these devices.

Is there anything I can try to make the system work better? (That is not a hard reset as they went trough at least 15 hard resets.)

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi VaUK

 

As Steffen mention, you are short on details... But I will guess that you are in Teams mode.

If that is correct, then remember to make sure that your M365 is configured to support MS Teams Room on Android.

To ensure a good user experience you have to make sure that the infrastructure (M365 and network) is configured to have MS Teams Room signing in the platform. I know the sales people say you just connect and sign-in, but this is not a guarantee for the best user experience.

 

A really important place to look is Endpoint Manager (Intune) the Teams Room account have to AAD registered correct - Android Administrator, NOT Android Enterprise. Also make sure that you don't use any unsupported compliance features.

ex. MFA is not supported

 

This is all well documented at MS docs. all the steps/consideration is to much to list here, it is better to follow the MS deployment docs to ensure that you are covered.

 

Reboot, yes.. it is correct that in Teams Mode you are recommended to reboot daily or once a week. This is to clean in the MS Teams room app.

 

Hope this gives you some hint to help you further.

 

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"

View solution in original post

8 REPLIES 8
HP Recommended

Hello ,

 

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 you are using.

 

This is important especially in the future when someone finds this post in days, months, or years to come.

 

For Poly IP phones please provide if this is PVOS, UC Software, or ObiEdition. For current Video products please include the Provider used.

 

So far we have no idea what Software and what Provider.

 

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 VaUK

 

As Steffen mention, you are short on details... But I will guess that you are in Teams mode.

If that is correct, then remember to make sure that your M365 is configured to support MS Teams Room on Android.

To ensure a good user experience you have to make sure that the infrastructure (M365 and network) is configured to have MS Teams Room signing in the platform. I know the sales people say you just connect and sign-in, but this is not a guarantee for the best user experience.

 

A really important place to look is Endpoint Manager (Intune) the Teams Room account have to AAD registered correct - Android Administrator, NOT Android Enterprise. Also make sure that you don't use any unsupported compliance features.

ex. MFA is not supported

 

This is all well documented at MS docs. all the steps/consideration is to much to list here, it is better to follow the MS deployment docs to ensure that you are covered.

 

Reboot, yes.. it is correct that in Teams Mode you are recommended to reboot daily or once a week. This is to clean in the MS Teams room app.

 

Hope this gives you some hint to help you further.

 

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
HP Recommended

Hi Dan_Hemsø , 

thank you for your reply.

 

Yes we are on teams, poly os version 4.0.2.348012 teams app version 1449/1.0.96.2023031201

 

The network is configured according the doc on intune they are registered as Android (device administrator)

[Registered name for the device do not have "enterprise" like the tablet we have in the fleet]

 

I was not aware about MFA, we can correctly login but indeed we get signed out every 90 days for compliance.

To avoid this we will need azure AD premium that is not something we are going to invest at the moment (at least according to the doc)  but if I'm not mistaken, MFA was a requirement to register the device in intune.

 

Can I plan auto-reboot anywhere on poly lens or devices?

 

Any other suggestion would be great.

HP Recommended

Hi VaUK...

 

Rebooting can be done using endpoint REST API. You can use good old CMD with Curl or Powershell.

 

Look at this FAQ: https://h30434.www3.hp.com/t5/Meeting-Room-Solutions/FAQ-Rest-API-for-G7500-and-Studio-X/td-p/879233... - Search for "restartAll". 

That is a example on how to reboot one endpoint including TC8. "restartAll" is the keyword, otherwise it will only reboot the Poly X.

WIth the example you can build a script the will loop through a list of endpoints if you are into Powershell 🙂

 

For the MFA part, I know that some features license depend. But can't you exclude a AAD group for MFA without premium license?

 

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
HP Recommended

Thanks, I will start making the changes.

HP Recommended

Hello @VAuk 

 

the Teams app you use is outdated. At present you should run 1449/1.0.96.2023062301 on both the Studio and the touch console aka the TC8. 

polyOs 4.1 was released yesterday and has a reboot feature either daily or weekly. This is for the device itself only. 

we working on a new version that resets all connected peripherals 

 

replied via a mobile device 

------------------------------------------------
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 your reply.

 

It does not really matter the version of teams as it's 1 year we are having the same disconnection issue.

But I love the fact that restart has been put in place, I will have a look!

 

Thank you 🙂

HP Recommended

Hello @VAuk 

 

There are two issues at hand:

  • units freezing up usually after 14 days of usage for most customers. For this we added the built in reboot as we are still working on the root cause as due the long duration it has been difficult to troubleshoot. 

  • units loosing pairing at a teams level between TC8 and Studio X or G7500

 

our Partner Microsoft has been working on this for a while via different versions of their software. 

the latest on this:

 

From MSFT August 21, 2023 at 4:04 PM CDT

 

Title: Some users’ Microsoft Teams Rooms Android devices are continuously unpairing

 

User impact: Users’ Microsoft Teams Rooms Android devices are continuously unpairing.

 

More info: Affected devices won't pair again until they’re restarted.

 

Current status: We've completed the process to validate our fix for efficacy, and we're now preparing to initiate deployment. We anticipate that the deployment process will complete by our next update, at which time we'll test to ensure impact is remediated.

 

Scope of impact: Your organization is affected by this event, and some users attempting to utilize Microsoft Teams Rooms Android devices are impacted.

 

Root cause: A recent update to the Microsoft Teams code base responsible for maintaining Microsoft Teams Rooms device connections introduced a code regression that led to impact.

 

Next update by: Thursday, August 31, 2023 at 5:30 PM CDT

------------------------------------------------
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
† 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>.