[Important] Version Mismatch Call Drop on Poly Studio X and G7500 / G62 Running PolyOS 4.7 with HP Direct Connect

[SteffenBaierUK]

Update:

Some users of HP DirectConnect mode on Poly Microsoft Teams Rooms on Android (MTRA) devices may experience call drops ID: TM1477123 Issue type: Incident

Status Service Degradation

Impacted services Microsoft Teams

Details

Title: Some users of HP DirectConnect mode on Poly Microsoft Teams Rooms on Android (MTRA) devices may experience call drops

User impact: Users of HP DirectConnect mode on Poly MTRA devices may experience call drops after 30 seconds.

More info: Users receive an error message stating, "Different Versions on the Touch Panel detected, ending call shortly," before the call is dropped after approximately 30 seconds.

Current status: We've received reports from a subset of affected users who state that when using HP DirectConnect mode on Poly Microsoft Teams Rooms on Android (MTRA) devices, their calls drop after approximately 30 seconds. We've isolated that a recent Teams version update (1449/1.0.96.2026249711) introduced a Microsoft Teams version mismatch between the device console and MTRA device, resulting in calls being dropped as the paired devices need to be running the same Microsoft Teams version. We've developed a remote configuration update to address the Microsoft Teams mismatch, and we anticipate the configuration change to be released by our next scheduled update.

Scope of impact: This incident impacts some users of HP DirectConnect mode on Poly MTRA devices, who may experience call drops after 30 seconds and receive an error message stating, "Different Versions on the Touch Panel detected, ending call shortly." This section may be updated as the investigation progresses.

Start time: Friday, September 18, 2026, at 12:00 AM UTC

Root cause: A recent Teams version update (1449/1.0.96.2026249711) introduced a Microsoft Teams version mismatch between the device console and MTRA device, resulting in calls being dropped as the paired devices need to be running the same Microsoft Teams version.

Next update by: Tuesday, September 22, 2026, at 11:30 PM UTC

What we know so far is a new scenario identified with Poly Studio X series, G7500, and Poly Studio G62 on PolyOS 4.7.

When the Touch Controller (TC) runs a different Microsoft Teams APK version than the Teams Rooms on Android MTRoA prior to enabling the HP Direct Connect switch, the TV UI displays the message "Different Versions on the Touch Panel detected, ending call shortly" and drops active calls after approximately 30 seconds.

[Hardware Information]

Impacted Hardware:

• Poly Studio X30, X32, X50, X52, X70, X72

• Poly Studio G7500

• Poly Studio G62

[Software Information]

Impacted Software:

• Poly VideoOS 4.7

Environmental Details

Ecosystems:

• Microsoft Teams Rooms on Android (MTRoA)

• Microsoft Teams Provider mode utilizing HP Direct Connect (learn more about the feature in the HP Direct Connect FAQ)

Reproduction Details

1. Device is running an earlier firmware (e.g., PolyOS 4.6.2) where the Touch Controller (TC) Teams APK version drifted and does not match the Teams Rooms on Android APK version.

   • Example: TC8 running version 1449/1.0.96.2026144512 and Studio X running version 1449/1.0.96.2026249711.

2. Both devices are paired via cloud enrollment (Microsoft Teams).

3. Upgrade the system to PolyOS 4.7.

4. Enable HP Direct Connect.

Expected Behavior

• Normal operation without disruption, as HP Direct Connect manages communication pathways between the components.

Observed Behaviour

• On PolyOS 4.7 with HP Direct Connect enabled, the TV UI displays "Different Versions on the Touch Panel detected, ending call shortly" and automatically drops the call after 30 seconds due to the underlying Microsoft app version mismatch.

TAC entry for Studio X:

TAC Entry for TC (example lower version)

Workaround & Recommendations

At present, we advise administrators to take the following preventative and corrective steps:

• Pre-Update Check: Verify via the Teams Admin Center (TAC)
  (Note: Microsoft Pro Portal PMP may occasionally report inconsistent states)
  Ensure that both the Teams Rooms on Android system and the Touch Controller are running the exact same Microsoft Teams APK build (e.g., 1449/1.0.96.2026249711) before enabling HP Direct Connect.
  
  

• Remediation Steps: If the upgrade has already been applied and you are experiencing drops:
  
  

  1. Temporarily disable HP Direct Connect.

  2. Sign into Teams on the TC device once the pairing code is displayed.

  3. Push the necessary updates via the Teams Admin Center (TAC) so both components synchronize versions.

  4. Once aligned, re-enable HP Direct Connect.

We are working diligently with our partner Microsoft on resolving this issue:

• HP Poly Reference: PVENG-43328 / 5165063609

• Microsoft Reference: 2609220050003356