x52with tc10 running Microsoft teams

[SCNick]

I have an x52 with the tc10 controller running Microsoft teams. The device is paired and the tc10 controller and is constantly displaying trying to pair on the TC10. How do I stop this from happening?

[M_Salman]

Hi @SCNick, Welcome to Poly HP Support Community.  
 

I'm sorry to hear you're experiencing difficulties with pairing your Poly TC10 and Studio X52. I understand how frustrating this can be, and I appreciate your patience. To help resolve the issue, please follow the recommended troubleshooting steps below:

 Troubleshooting Steps

1. Ensure Proper Configuration

Make sure the Poly TC10 controller and Studio X52 are correctly configured through the Poly Video system web interface.

Confirm that both devices are connected to the same network and have appropriate IP and network settings.

2. Reset the Controller

Try performing a factory reset on the TC10 controller. This can help clear any incorrect or lingering settings that may be causing pairing issues.

3. Update Software

Verify that both devices are running the latest software versions.

Update the Poly VideoOS (Studio X52) and Poly TCOS (TC10) if necessary.

️ Please note: Pairing might not be supported if either device is using outdated firmware.

4. Check for Known Issues

Review the release notes for your current TCOS version (e.g., 6.3.0 or 6.5.0) to check for any known issues or limitations.

If applicable, apply the recommended workarounds.

5. Review Network and Security Settings

Check your network configuration to ensure there are no conflicts.

Pay special attention to 802.1X settings, which can sometimes interfere with device pairing.

6. Verify Provisioning and Sync

If the TC10 is provisioned via Poly Lens, confirm that it is properly synchronized.

 Note: Settings configured in the web interface may be overridden if the device is not correctly synced with Poly Lens.

If the issue still persists after following these steps, I kindly request you to contact HP Support. Our support team will be able to further investigate and assist with resolving the issue.

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 @SCNick ,

Welcome to the HP community.

Unfortunately, your post does not include the currently used Software version for the HP Poly product or the Partner application version you are using. 

This is particularly important, especially in the future, when someone comes across this post in days, months, or years.

Please do not simply edit the original post, but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

In addition, we are not aware if this is the pairing on a PolyOS level or the Microsoft Teams pairing.

Best regards

Steffen Baier

[SCNick]

My

TC10 is saying connected. But the TC10 controller keeps displaying trying to pair? See above. THX Nick

[SteffenBaierUK]

Hello @SCNick ,

You still have not shared all the Application versions used but as this is a Microsoft Paring issue I suggest you work with 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

[StijnD1]

Hi

Did you have found a solution? We are having the same issues with the latest 6.5.0 and 6.5.1 versions of TC10 firmware and 4.5.0 and 4.5.1 firmwares of Poly X32 studio.

Kind regards

[SteffenBaierUK]

Hello @StijnD1 ,

Welcome to the HP Poly community.

Did you follow the previous advice provided?

Did you post any Microsoft Teams software versions as it is their software and their platform?

Did you open a ticket with Microsoft support?

Best Regards

Steffen Baier