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Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

Hello @ynadeau ,

 

Welcome to the Poly Community.

Whilst this solution may work for you we cannot assume it works for @Poly-User . 

 

Our Partner Microsoft is working on no Video issue in their Teams APK and all issues should be escalated to them to check if they are the same.

 

I added this to the Video FAQ:

 

Sep 14, 2021 Question: How can I report Issues with Teams running on a Poly device in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

In parallel please open a Poly support ticket in your region and provide the Microsoft ticket reference so we can work with Microsoft.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 11 of 16
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

Hello @Poly-User  and @ynadeau ,

 

We have released Studio X software 3.7.0 which includes multiple fixes for the camera in our Partner Microsofts Teams mode.

 

Please update the software and if you still have issues around the camera (not the no Video as this is still with our Partner Microsoft) raise a ticket with Poly support.

 

Our Partner Microsoft previously released the Microsoft Teams update via the Teams Admin Center TAC aka 2021 Update #2C aka 1449/1.0.96.2021082703

 

Poly Microsoft Teams version included in the 3.7.0 software 1449/1.0.96.2021070803

 

For issues around no Video please work with our Partner Microsoft directly as we cannot open Microsoft cases for customers.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 12 of 16
SteffenBaierUK
Polycom Employee & Community Manager

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

Hello @Poly-User and @ynadeau,

 

Our Partner Microsoft has released the 2021 Update 2D 1449/1.0.96.2021092701 via the TAC Teams Admin Center which should address the no Video issues reported. Please update this on both the Studio X and the TC8 via the TAC.

 

Any additional questions should be referred to our partner Microsoft quoting VSO 265756 and 264643. and Microsoft case #27504410. These are internal references a Microsoft support engineer should have access to.

 

Best Regards

 

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 13 of 16
rvoorn@avex.nl
Occasional Visitor

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

Hi,

 

My customer updated all their X series devices to the very resently released version 3.7 and the tracking issues seems to have cleared.

 

rvoornavexnl_0-1632983173636.png

 

Message 14 of 16
Poly-User
Advisor

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

Thanks for the update.

 

I've updated two of our X50/TC8 devices to 3.70 PolyOS, and the Teams client to version 1449/1.0.96.2021092701. I'll wait few days to update the rest of the devices and report if we'll face any issues.

Message 15 of 16
Poly-User
Advisor

Re: Poly X50 with Teams and Firmware 3.60 - Camera Got Stuck and Stops Tracking

So I've updated the firmware and the Teams clients on all our Poly X50 and G7500 devices.

So far so good, I'll report any problems.

 

Btw, is there any way to restart the TC8 remotely?

 

We're doing a daily restart of the X50 devices with a script that using the SOAP PAI interface, but I can't any way to communicate remotely with the TC8 devices...

 

 

Message 16 of 16