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
Remi_Solulan's avatar
Remi_Solulan
Brass Contributor
Feb 25, 2021
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?
Pavel Yurevich's avatar
Pavel Yurevich
Former Employee
Feb 25, 2021

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.

  • YamenMjendel's avatar
    YamenMjendel
    Copper Contributor
    Feb 25, 2021

     

    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

    • andytoner's avatar
      andytoner
      Copper Contributor
      Apr 08, 2021
      I also have this identical problem, did you make any progress with it?
      • YamenMjendel's avatar
        YamenMjendel
        Copper Contributor
        Apr 08, 2021

        andytoner 

        unfortunately not really. We opened a Ticket with Microsoft support and we still troubleshooting.

    • Remi_Solulan's avatar
      Remi_Solulan
      Brass Contributor
      Mar 04, 2021
      I've looked inside all messages logs and I'm not seeing this kind of behavior on my end.
    • Pavel Yurevich's avatar
      Pavel Yurevich
      Former Employee
      Feb 26, 2021

      YamenMjendel Remi_Solulan 

      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? 

      • Remi_Solulan's avatar
        Remi_Solulan
        Brass Contributor
        Mar 04, 2021

        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.