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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 @Support Team , y.clement@le-col.com , @techmansam , @KC94  and @Olix67 

 

our Partner Microsoft, who supplies the Microsoft Teams application running on our MTRoA Studio X devices, has provided us with a potential fix for the issue.

 

As already stated Microsoft is aware and is working on this and the planned new release for this is the next 3.5 release.

 

If this is to service affecting then you should downgrade to the older 3.2.3 release or you can try to toggle the camera and re-activating it.

 

Feel free to raise a ticket with our support organization so we can keep you updated on Microsoft's progress and potentially share a 3.5 Beta.

 

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 21 of 39

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

Hi,

 

Thank you for the info, is there a estmated date of release ?

 

Yann

Message 22 of 39
SteffenBaierUK
Polycom Employee & Community Manager

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

Hello y.clement@le-col.com ,

 

I would suggest working with our support team as we usually do not share unreleased dates in the community. They can update you via Email or service ticket and also share if there are any delays or Beta versions that can be tested.

 

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 23 of 39
Andrew Winter
Occasional Visitor

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

I have the same problem and with an impermeant return to the office, this couldn't come at a worst time! We looked at the problem from the network side and it looks like the Teams App is trying to use the UDP higher ports to send video and connect directly for the far client. This is a change to how the App used to work. Will have to wait on Microsoft..
Message 24 of 39
SteffenBaierUK
Polycom Employee & Community Manager

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

Hello @Andrew Winter ,

 

Welcome to the Poly Community.


Working with our support organization can get you added to the Beta for this. Beta 3.5 has the fix from Microsoft in it.

 


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 25 of 39
Andrew Winter
Occasional Visitor

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

I have logged a ticket, but didn't know the Beta has been realised, I'll get back to support and get the package to download. Many thanks
Message 26 of 39
SteffenBaierUK
Polycom Employee & Community Manager

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

Hello @Andrew Winter @Support Team y.clement@le-col.com @techmansam  and @KC94 

 

we released software 3.5.0 on our support portal. Please install this and should you still find issues with our Partner Microsoft Teams application please work with our support team.

 

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 27 of 39

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

Thank you for the update, I will test it this afternoon with the TC8. 

 

1st observation, the MS App is from 15 june, and the french translation has been worked, that is a good thing.

Message 28 of 39

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

Hi,

 

I join the topic because I face exactly the same problem since my poly studio X30/50 upgrades.

I've recently upgraded to the last firmware : 3.5.0-344025 for the X30 and 3.5.0-210489 for the TC8.

 

But it's still the same, most of time I'm forced to turn OFF and turn ON the video again, to allow distance participants to see the room.

 

I'm a bit afraid to deploy new poly studio x30 and x50 for the moment

 

Is someone have the same problem even the last firmware released recently ?

 

Thanks in advance.

 

Regards,

 

Benjamin L

Message 29 of 39
SiBr
Visitor

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

Just updated one of our X50 to 3.5.0-344025 and TC8 to 3.5.0-210489. Teams is on 1449/1.0.96.2021051904

 

Same issue. Video needs to be toggled for far participant to see. Sometimes the far participant needs to toggle their video before it appears in the room.

 

This is embarrassing for Poly and for me personally. CEO asks for teams capability in meeting rooms as some of the workforce return to the office and some remain at home. Since deploying these It's been nothing short of a disaster. Nobody within the business has any faith in the devices working and thus are huddling around a single laptop instead again.

 

Terrible.

Message 30 of 39