Poly Studio x30 Teams account disconnection

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New Contributor

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. However, when it sits idle for a while, it disconnect on its own and make the TV flash in the process, which is very distracting.

 

I pulled the logs from the device to understand what's going on, but I'm at a loss at what I should be looking at specifically...

 

In the logs, there's a Teams folder and a cache subfolder with a bunch of .blog files and I attempted to open them with Notepad++ but they're unreadable (see screenshots).

 

Any idea how we could troubleshoot this?

 

Teams_logs.PNGOpening the .blog files render as garbage in Notepad++Opening the .blog files render as garbage in Notepad++

6 Replies

@Remi_Solulan if you don't mind, please report here on what happened with this issue. I have not seen this before, so I'd like to know the resolution. 

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?

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 : 

YamenMjendel_2-1614325473873.png

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 :

YamenMjendel_0-1614323361777.png

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

YamenMjendel_1-1614325114658.png

Can you check if you are seeing the same behaviour ? 

 

Regards

@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?