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. ...
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 !
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 !
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?
- 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
Microsoft
- We are running into the same issue. We just moved into a new building and upgraded our collaborative technologies only to find that we cannot use them due to this failure. We will send you the support case number shortly and hope to see a fix soon.
- Pavel Yurevich
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.
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
- We opened 2 cases with Poly and with MS. Poly support said that it is a known error with azure AD and as Workaround they suggest to add a location condition in a conditional access. They think that the problem happens when the Poly devices are using different breakout public IPs… On the other hand the MS support means that the most probable cause is an authentication failure due to auto app restart and they have disabled the auto app restart feature for our tenant.
We didn´t tested Poly´s workaround yet because our AD team have same problem implementing such rules and they are not convinced with Poly´s suggestion. In the mean time we saw yesterday that the change made by MS has not brought any thing and same devices are still disconnecting. Pavel Yurevich I will send you also the ticket number.
