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Remi_Solulan's avatar
Remi_Solulan
Brass Contributor
Feb 23, 2021

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. ...
Administrator
meetings
microsoft teams
gautdab's avatar
gautdab
Copper Contributor
Apr 26, 2021
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 !
  • wraptor01's avatar
    wraptor01
    Copper Contributor
    Aug 23, 2021
    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.
  • andytoner's avatar
    andytoner
    Copper Contributor
    Apr 26, 2021

    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?

    • gautdab's avatar
      gautdab
      Copper Contributor
      Apr 28, 2021
      andytoner Yes we are also using Intune as MDM.
      We opened cases at Poly service site and there is a thread in poly community as well.
      Hope this will be fixed as soon as possible
      • Pavel Yurevich's avatar
        Pavel Yurevich
        Former Employee
        Apr 28, 2021

        gautdab Kamanga please create support tickets with MSFT also. We need to do an investigation on the MSFT side as well. Please message me privately the support case and the MSFT employee that is assigned to the case. Thanks. 

    • Pavel Yurevich's avatar
      Pavel Yurevich
      Former Employee
      Apr 26, 2021

      andytoner gautdab Remi_Solulan, can all of you create separate tickets with Microsoft support for this issue? We have a few similar (but different) reports of this nature now and the best way is for us to handle a resolution is to look through logs. Could you please help by escalating these issues with Microsoft support? Please PM me support ticket numbers and MSFT people that are involved. 

      • andytoner's avatar
        andytoner
        Copper Contributor
        Apr 27, 2021

        Pavel Yurevich Thanks for your assistance on this. I've PM'd you the support case details and Microsoft contacts.  Do let me know if there is anything else I can do to assist with the troubleshooting.  This is a priority issue for my business.

         

        Thanks

        Andy

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