Forum Discussion
Poly Studio x30 Teams account disconnection
We have a Collaboration Bar (x30 from Poly) and we're experiencing regular account disconnection.
When the account is logged in, the bar itself works, we can do video/audio calls without issue. However, when it sits idle for a while, it disconnect on its own and make the TV flash in the process, which is very distracting.
I pulled the logs from the device to understand what's going on, but I'm at a loss at what I should be looking at specifically...
In the logs, there's a Teams folder and a cache subfolder with a bunch of .blog files and I attempted to open them with Notepad++ but they're unreadable (see screenshots).
Any idea how we could troubleshoot this?
Opening the .blog files render as garbage in Notepad++
- we also have this issue.
We upgraded the Poly x50 and TC-8 Latest Firmware version.
Poly x50
Latest Firmware version to: 3.5.0.344025
Teams App – 1449/1.0.96.2021051904
TC8
Latest Firmware version to: 3.5.0.210489
Teams App – 1449/1.0.96.2021051904
only factory reset helps but after 24 hours the device experiencing regular account disconnection again.
any update on this issue?
Very frustrating.- Hi Guys, My rooms are stable now what I have done is upgraded Poly X50 & Trio c 60 and Trio 8800 with latest available firmware. once updated I have changed couple of settings - Time goes to sleep needs to be off and uncheck out of office from system settings.
our rooms are stable and working fine without any issue.
- Hi Team I have similar issue.
We recently deployed Poly X30 & X50 with Poly Trio 8800 or TC8 and noticed when the power outage or unplug the main power cable from the X30 or X50 the device is on reset mode and showing sign-in screen on the TV rather than showing the room is available.
In short the device is losing its configuration and it requires to reconfigure X30 & X50 again.
From the first day of deployment till today’s date I have reconfigured all devices more than 8 times in each room and we have 8 conference rooms so it is wasting lot of my time.
Has anyone ever seen this type of issue? Really appreciate your help if you have any resolution to fix this issue.I have seen this exact same issue and the fix that appears to be working is to ensure the X30 and X50s are running the following Software Versions:
- Teams Admin Agent 1.0.0.202010121132.product
- Firmware 3.3.2.286154
- Company Portal App 5.0.4927.0
- OEM Agent App 3.3.2-1005354
- Teams App1449/1.0.96.2021042903
When the devices were not registering correctly in Intune, due to a buggy Firmware, we would see the exact same issue (rebooting would lose all config - rebooting would occur at random intervals). Once the firmware was updated to 3.3.2.286154, this stopped on the X30/X50s but the TC8s would still occasionally become unpaired.
Polycom were less than helpful, only offering to send a chargeable engineer on site to "troubleshoot". The consensus on here seems to be the X30s are problematic to say the least. Anecdotally, I have heard of much fewer issues with the X30s running native Poly Firmware, rather than the MSFT Teams optimized version.
Sorry I cannot be of more help.
- Thank you very much Phil. this is a really great help. really appreciate.
- Hello,
There is a update for poly x30/50 software released the 10th of may.
Does anyone know if there is a fix for this issue ?Hi, has anyone deployd this fix? And, if so, did it solve the issue? Alamein Salleh
- Must have just come out.. will need to test on one of our X30 or X50s.. not comfortable with deployment yet.
- We have the same issue and just waiting on further responses from MS and Poly. Hope this is fixed soon.
- Remi_Solulan andytoner We are expriencing here the exact same problem on our X30 and X50 (and as well the TC8 since last update). The only solution, that take long each time (support team get used to it but this needs at least 15min) is to reset completly the poly bar...
We tried the last software 3.3.2 but this does not fix the problem, it seems to append even more frenquently...
I have also the same problem on the trio C60 on Teams mode I just got couple of days ago. The teams account stayed 3 days, then it got disconnect and the screen got stuck on the intune page...
We really need MS and Polycom work on this topic, this has been too long we have this issue !- I had the same issue with a new C60 (in-service Last week). I have found a workaround to log out of Teams and then back in on the C60. for some reason the phone will not stay connected to the internet but it does stay connected to the network.
gautdab I'm not really making any progress. I've raised calls with Poly and with Microsoft. With the device running in Teams mode Polycom say this is a Microsoft issue. Poly openly state that the X-series devices do not support Intune but there doesn't seem to be an alternative.
Microsoft have suggested a few changes but nothing is working so far. The units are still logging out and getting stuck in the loop. The latest firmware made no difference for me either.
Are you using Intune as an MDM?
- Pavel Yurevich
Microsoft
Remi_Solulan if you don't mind, please report here on what happened with this issue. I have not seen this before, so I'd like to know the resolution.
- I will contact Poly support (10 bucks says they'll tell me to contact Microsoft because they don't control the "app experience" on the device)
But in the meatime, is there anybody that would help me read those logs for the Teams app loaded on the x30? Specifically the .blog files which are unreadable for some reasons and Google returns nothing meaningful on how to read them. Is there a special encoding necessary?- These I believe are the media logs.
Try to open it in the software LogJoint..
this should work 😉
https://github.com/sergey-su/logjoint
- ThereseSolimeno
Hi Remi_Solulan I'm thinking you may want to contact Poly support: https://support.polycom.com/content/support.html
