I have both the x50 and tc8 successfully paired to each other, but in Teams mode I receive the error message "Couldn't find any devices." As a result, I can't control my X50 from the TC8 when in Teams mode. The X50 is running 3.5.0-344025, they are both logged in with the same Teams account. In the Office365 admin center, Microsoft is reporting the Tc8 is unpaired. How can I get the TC8 to see the X50 while in Teams mode? In poly and Zoom mode, the devices successfully pair.
Welcome to the Poly Community.
A couple of comments here.
The Studio X solution is running our partner Microsoft software and therefore Microsoft is the best organization to troubleshoot Teams related issues.
Usually, when setting up a Studio X with Microsoft Teams the TC8 would usually already be paired with the TC8.
The status of this can be checked via the Studio X web interface going to General Settings > Device Management > Connected devices
If the above shows the TC8 paired then it is not a Poly issue aka the devices can "talk" across the network on the known documented ports.
If this fails I can only ask you both to contact our partner Microsoft and work with their team to discover what is preventing the TC8 to communicate with Studio X.
Direct call to Microsoft Support or via the Teams Admin Center Dashboard
NOTE: The customer’s Microsoft ticket must note that this issue is related to 20h2 or 20h2A update to MTRoA.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
I appreciate this information, and will attempt these. My challenge is that the debugging I can do on these devices seems limited. Is there a way I can get the x50/tc8 to display more logs than it currently does? I can already download logs from the x50 admin interface, but it seems like the logs I collect have limited content.
I provided more details on the "known" issue >here<
In regards to the logs if they are in debug this is the highest level. The logs are not meant to be analyzed by untrained end-users and are for Poly support.
I also suggest involving Microsoft to check the logs on their end.