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Teams account disconnect on X50

SOLVED
Gauthier
Occasional Advisor

Teams account disconnect on X50

Hello,

 

We experience a regular issue with our Poly Studio X50 in Teams mode.

Software version is 3.3.1-284016

 

Teams account get disconnected after a some indetermined time, and when it is disconnected, this is a nightmare to reconnect it:

On the first attempt to login, it get stucked on the progress bar at 3/4 (as you can see on the photo attached) and it is the same on the other attempts. 

We need to proceed with a device resset, and try again to connect the Teams account, and then (if we are lucky) it works.

 

We have several X30 in Teams mode, that does not have this behaviour.

 

Does anyone has some input on this topic ?

 

Thanks.

IMG_2689.jpg

Message 1 of 20
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Teams account disconnect on X50

Hello @Gauthier ,

 

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


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. 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

View solution in original post

Message 4 of 20
19 REPLIES 19
SteffenBaierUK
Polycom Employee & Community Manager

Re: Teams account disconnect on X50

Hello @Gauthier ,

 

Welcome to the Poly Community.


Microsoft officially only supports software 3.2.3 and 3.3.1 is released by Poly in order to address issues.

 

I suggest you downgrade to a supported version and if the issue still occurs open a ticket with our partner Microsoft. I am aware of your organisation and would assume you have access to the Microsoft Tap where at present I believe Microsoft is testing the latest 3.3.2 release.

 

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. 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 2 of 20
Gauthier
Occasional Advisor

Re: Teams account disconnect on X50

Hello Steffen,

 

Thanks for your answer, I understand it is better to be in 3.2.3 then, from a Teams usage perspective.

 

I tried to downgrade then but I can’t find any clue to create the usb stick and to get it done properly.

Is fat32 ok ? Should the tar.gz software be unzipped or just placed at the root of the usb stick ?

 

I did a factory reset with rest api, having the usb stick plugged on the x50, but after the reset, the firmware stays the same..

 

Many thanks for your help.

 

Gauthier

Message 3 of 20
SteffenBaierUK
Polycom Employee & Community Manager

Re: Teams account disconnect on X50

Hello @Gauthier ,

 

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


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. 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

View solution in original post

Message 4 of 20
Rob L.
Occasional Advisor

Re: Teams account disconnect on X50

I had similar issue with 3.3.1 with Teams and had to downgrade to 3.2.3 as Steffen indicated.

 

Anxiously waiting for that February / March update that is supposed to make the x30 / x50 with the TC8 much more functional with Teams.

Message 5 of 20
Gauthier
Occasional Advisor

Re: Teams account disconnect on X50

Hello Rob,

 

Thanks for your feedback.

I started to downgrade all our x50, and I’ll do the same with the x30.

I’ll see if it solve the issue.

 

I am also really waiting for the next update that will make this hardware more functionnal with Teams.

 

Gauthier.

Message 6 of 20
AndyToner
Occasional Visitor

Re: Teams account disconnect on X50

Hi, I've experienced similar issues on my own X30 and X50 units, very interested to know if the firmware downgrade resolved the issue for you?  Currently my units disconnect every 2 days and won't sign back in without a factory reset.

 

Thanks

Andy

Message 7 of 20
Gauthier
Occasional Advisor

Re: Teams account disconnect on X50

Hello Andy,

 

Glad to see I am not the only one with this case...

 

I downgraded only 2 of the poly studio we have and since then (around 2 weeks ago) I did not have any Teams disconnection.

But since I did not get any new disconnection on the poly studio with last firmware version, I’ll have to wait for more input to give to you a clear answer on if it solved the issue or not :).

 

Regards,

 

Message 8 of 20
Tibor
Visitor

Re: Teams account disconnect on X50

Hi,

 

Same issue here at customer, with X50 3.3.2. This version is now Microsoft supported at the very moment, so remote downgrading is not so easy in this case. No issue with our lab tenant. X50 and TC8 lost registration, screen shows Company Portal registration issue message, with stuck loading bar.

We open a ticket at Microsoft, but I would like to ask if anyone had any resolution yet?

 

Message 9 of 20
Gauthier
Occasional Advisor

Re: Teams account disconnect on X50

Hi,

 

We had the issue with the 3.2.3 version, couple of days ago. We had the issue also on the 3.3.1..

 

So we upgraded the X50 to the 3.3.2 to see if it gets better. But after what you just stated, I am not confident...

 

I am also really interested to know if someone find any solution

Message 10 of 20