Forum Discussion

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
Svoffer's avatar
Svoffer
Copper Contributor
Jun 14, 2021

golabki 

Hi Golabki

Have you heard more about this pending update?

Svoffer

pdcisilion's avatar
pdcisilion
Copper Contributor
Jun 15, 2021

Just a quick update - we have obtained the beta FW 3.5.0.344003 from Polycom. Contents are as follows:
Teams Admin Agent 1.0.0.202104280345.product
Firmware 3.5.0.344003
Company Portal App 5.0.5088.0
OEM Agent App 3.5-1005779
Teams App 1449/1.0.96.2021051904
There is some confusion if this firmware fixed the signout issue this thread is all about. I have received both a confirmation and denial from Polycom that the issue is fixed in this firmware. We currently have 3 devices running this Beta FW and the only issue it has resolved so far is that video is now available on all calls from an X30 (we were seeing issues where video was not being received by an x30). It has created a new issue where external users cannot be invited to a "MeetMe" from the X30/TC8 - it only seems to search the GAL for invitees, and does not allow SMTP addresses that are not in the GAL.

  • Dan Hemsø's avatar
    Dan Hemsø
    Copper Contributor
    Jun 28, 2021
    Hi..

    In Poly KB: there is this article:

    X-30 or X-50 units in Teams mode sign-out automatically and cannot sign back in unless a factory reset is performed.
    https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=46760&sliceId=1&cmd=&ViewedDocsListHelper=com.kanisa.apps.common.BaseViewedDocsListHelperImpl

    It sound simular... But I have client that still have issued with the endpoint MS Teams client randomly signs out.

    Anyone with some experience for this issue?
    My guees is that is related to Endpoint mananger....

    /Dan
    • pdcisilion's avatar
      pdcisilion
      Copper Contributor
      Jun 28, 2021

      Dan Hemsø - the issue should be resolved (according to Poly) by the latest firmware update (3.50) that went to MSFT TAC last week (w/c 21/06/21).  If you contact Poly direct, they will give you access to the latest firmware in advance of MSFT, but you will have to manually update the firmware on the X30/X50 device via the Device Webpage (not the Teams Admin portal).  In my experience, it has stopped the X30s from logging out and requiring factory resets.

       

      Hope this helps. 

      • mdouvris's avatar
        mdouvris
        Copper Contributor
        Jun 29, 2021

        pdcisilion 

        So we have had this issue with both the Studio units and the TC-8 units logging out. We upgraded the Poly software to 3.5 last Wednesday, 6/23. All required us to have the studio units re authenticate to the teams admin portal. This was another new wrinkle in the never ending support nightmare these units have been presenting. We have a mix of Studio 50's and 30's using the teams configuration. On Friday 6/25, the TC-8's disconnected only and we were able to reconnect using only the retry button. The issue is not resolved but the units have been up and connected for the last 2 days. I will update when they disconnect again.