Forum Discussion
Poly Studio x30 Teams account disconnection
Could you send me a video of what is happening? Feel free to send me a private message, if you prefer. They do control the idle experience though, so let's see what they say. My X30 sits idle for days and everything is ok.
No clue on the logs. Let's gather some more info and I will escalate to engineering when necessary.
Hi,
We have the same issue with Poly X30 and X50. Some devices logged out and the only way now to reconnect the device is to switch back to Poly mode (for exemple )and then switch to MS Teams. If we try to reconnect the device we recieve the following message on the monitor :
hier we see that the device for any reason is in Personal mode !!
The blog files are unreadable, but looking at the message files hier :
we find some strange behaviour .. According to the logs it seems that the Teams client is unable to find out his settings in order to try to reconnect. The request was sent to ipphone.teams.skype.microsoft.com with default or false parameters...See below
Can you check if you are seeing the same behaviour ?
Regards
- I also have this identical problem, did you make any progress with it?
unfortunately not really. We opened a Ticket with Microsoft support and we still troubleshooting.
- No progress on my end.
It seems like something is wrong with the devices itself because when I do a continuous ping to the bar, after about 2 hours it stops pinging back. I have to do a power cycle to restore connectivity.
I eventually called Poly for assistance and they told me the unit is out of warranty and it would cost $500 to open a support ticket... We are evaluating our options now, but needless to say, this is a frustrating expenrience.
- I've looked inside all messages logs and I'm not seeing this kind of behavior on my end.
I have not seen this before. I am asking people on our side why this might happen, but likely we will need to reproduce locally. Thanks for sharing the logs, but a video of what is happening would be really useful as well. Ideally though, would it be possible to get a temporary test account from you to look into this further?
Pavel Yurevich it would be difficult to record a video of this since the issue is random but I'll try to arrange something.
Could it be related to MFA and compliance policy somehow? I noticed the account we use on the X30 has MFA enabled.
- Updated to the latest firmware via TAC. Waiting to see if this fixes the issue.
