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neilrw's avatar
neilrw
Copper Contributor
Mar 09, 2022

MTR Poly GC8 screen blank when joining Teams Meetings

Teams Room 4.11.17.0 with Windows runing 20H2, no updates available.

 

When we join a Teams meeting the touch panel goes blank, so we cannot control or leave the meeting. The participants are shown on the connected TV and the camera works in that the participants can see the room. The only way to end the meeting in the Meeting Room and restore the touch panel is to reboot the system.

 

Similarly, if we select the call function, the screen goes blank until it times out and returns to the dashboard.

 

The MTR is running 4.11.17.0 and Windows is 20H2.

 

We have tested the MTR device wtha a Zoom Meeting and the panel works fine.

 

Any suggestions?

  • Had the same issue as neilrw - just tried to sign in with another account (which failed) - then signed in with the original account and restarted the device. After the restart, the account signed in as expected and then I was able to use the 'Call' button successfully and also 'join a meeting' without the blank panel issue.

    The version is still 4.11.17.0 with Windows 20H2
  • Suvriz's avatar
    Suvriz
    Copper Contributor
    We have the same issue with 2 of our meeting rooms , MTR Poly GC8 today. we tried following but no luck:

    - reset teams app
    -rest mtr device to factory setup

    L
    • neilrw's avatar
      neilrw
      Copper Contributor

      Suvriz  and lionheart85 - thanks for the responses.

       

      Our VC supplier says this is also affecting their customers with the the Crestron version.

      Has your Teams version also recently been updated to 4.11.17.0 ?

      • lionheart85's avatar
        lionheart85
        Copper Contributor
        neilrw Yes we had and update, but the MTR that are affected is 4.11.12.0.

        Already try completely wiping the device and reinstalling windows with Teams Room, swapping out the touch screen and attempting the various PowerShell fix scripts. nothing works. We are totally screwed because of this with a few big upcoming meetings happening in the coming days.
  • GrantAngus's avatar
    GrantAngus
    Copper Contributor
    We are experiencing the same issue on about 5 of our meeting rooms this morning. These were all working as of yesterday afternoon (We've been doing spot checks on all meeting rooms for a return to office currently in progress). Call function does not work and the panel disappears if you direct join a meeting.

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