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Studio X30/X50 Teams video not showing after latest firmware update

SOLVED
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hello @Poly-User ,

 

As this is an isolated issue we cannot remove the application as this simply does not affect everybody. I am not aware if our Partner Microsoft can remotely up or downgrade their APK.

 

A manual downgrade via USB or pointing it to a local server should be an easy way to work around this.

 

A forum search >here< shows this as the first result >here<


Best Regards

Steffen Baier

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 26
KC94
Visitor

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hi @SteffenBaierUK,

Our Microsoft rep has advised the ticket number you provided isn't correct (It should be 8 numbers). Can you please double check on it?

Message 12 of 26
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hello @KC94  and all,

 

The reference is a Microsoft VisualStudio ticket reference. They should be able to look this up.

 

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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 26
Olix67
Occasional Visitor

Re: Studio X30/X50 Teams video not showing after latest firmware update

We also have these problems with the video stream since firmware 3.3.2

I think the problem is that first the Poly Studio connects to a meeting and then a short time later connects the TC8 again.  At this moment, the video disappears.

 

When I disconnect the TC8 from the network, I do not have a freezing or disappearing video streem.


I hope that a solution will come from Microsoft soon.

Message 14 of 26
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hello @Olix67  and all,

 

Welcome to the Poly Community.

One other workaround is to toggle the camera off and back on from the TC8 panel after joining the meeting. In most cases, toggling video mute will resolve the issue but this may not work all the time. 

 

Our Partner Microsoft is aware.

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 15 of 26
KC94
Visitor

Re: Studio X30/X50 Teams video not showing after latest firmware update

Thanks @SteffenBaierUK

Has Microsoft indicated how long before we'd see a resolution on this?

Message 16 of 26
techmansam
Occasional Visitor

Re: Studio X30/X50 Teams video not showing after latest firmware update

We are also experiencing the same issue across the Poly X30 / X50s we have across our estate. Do you have a ticket reference number for the incident and is there any time frame of resolution? Thanks.

Message 17 of 26
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30/X50 Teams video not showing after latest firmware update

The Visual Studio reference for Microsoft was posted >here< already

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 18 of 26
y.clement@le-col.com
Occasional Visitor

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hi,

 

We have the same issue too. I will try without the TC8, but the experience will not be as expected without computer.

 

Also, as french users, french Teams interface is not fully translated, it's a melting of french/english interface.

 

All of this let thinking the product is still in beta and not fully tested. I hope that will be fixed soon.

 

Best Regards,

 

Yann Clément

Message 19 of 26
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30/X50 Teams video not showing after latest firmware update

Hello y.clement@le-col.com ,

 

Welcome to the Poly Community.


Are these translation errors in the Microsoft Teams UI? If yes please provide this feedback to our Partner Microsoft as only they can make changes.

 

If they are in the Poly product Web UI simply open a ticket so we can correct these.

 

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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 20 of 26