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Studio X30 - cannot change provider - stuck in Zoom Rooms out of the box

CBlack2020
Occasional Visitor

Studio X30 - cannot change provider - stuck in Zoom Rooms out of the box

I have several Studio X30's that we just purchased and are in the process of updating and provisioning for installation. However, I have a handful of them that, when fired up for the first time, are in Zoom Rooms mode. Once I am able to log in to the web interface, I go in to change the provider and it is greyed out. I have factory reset the units and no change. They have all been updated to 3.3.2. 

 

The only thing that appears on the screen is the 6 letter code to connect to the Zoom Rooms controller and the TC gives an error that it could not login to the Zoom Rooms controller. The issue is, we do not have a Zoom Rooms controller, we are provisioning them via our Poly provisioning server. I can't, for the life of me, figure this one out. Any help would be greatly appreciated.

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30 - cannot change provider - stuck in Zoom Rooms out of the box

Hello @CBlack2020 ,

 

Welcome to the Poly Community.


It is always useful to provide as much information as possible. For example, a serial number can enable Poly employees to look up a unit to check if this was sold to a specific Provider and therefore may be locked into the service.

 

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 2 of 4
CBlack2020
Occasional Visitor

Re: Studio X30 - cannot change provider - stuck in Zoom Rooms out of the box

Thanks for the reply, 

 

I am not in the office this morning but i do have, at least, one of the units we have experienced this with. 

 

The serial number of the one unit is as follows: 

8L2017554C81FC

I have a handful of others that are similar at my site, and I have shipped at least 20 out to other sites within my company's footprint. 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Studio X30 - cannot change provider - stuck in Zoom Rooms out of the box

Hello @CBlack2020 ,

 

From the serial provided the record show this as a "normal" Studio X30. It could still be in a Database where it has been assigned to Zoom.

 

I suggest you call our support team and get them to check this.


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 4 of 4