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Terrible solutions from Poly X30 and TC8 - not applicable!

SteffenBaierUK
Polycom Employee & Community Manager

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Hello @SRANE ,

 

Welcome back to the Poly Community.

It would be great if you could provide some form of information within your reply as to what mode the TC8 paired to a G7500 or Studio X is in and what software version this is running?

 

In addition, I am unsure of your comment regarding Poly support as you have not shared a service ticket reference.

 

Please remember that this is the official Poly community hosted by Poly so I would ask you to keep your tone to a professional level as this is not some sort of a hobbyist community.

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.

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

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 25
SRANE
Advisor

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

TC8 paired with X30.  

Message 12 of 25
SteffenBaierUK
Polycom Employee & Community Manager

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Hello @SRANE ,

 

Which of the many different provider modes we support?

What Software Version?

What is the Poly service Ticket reference you claim you do not get support on?


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 13 of 25
SRANE
Advisor

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Thanks for the questions.  How about you answer first?  Did the last firmware update require the device to be compliant for Intune?  

Message 14 of 25
SRANE
Advisor

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Can you provide Poly's documentation on how these devices should be excluded from any Compliance Policy's for Intune?  What did the last firmware update address and what did it break?

Message 15 of 25
SteffenBaierUK
Polycom Employee & Community Manager

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Hello @SRANE ,

 

as you never provided these details I can only assume that you are on the Microsoft Teams certified software 3.3.2

 

The one before is 3.2.3 and does not have the new UI using the TC8

 

From our Skype for Business FAQ:

 

Jan 3, 2020 Question: Is there a way to modify Intunes Policy Exclusion for Teams Android Devices to cater to older Android versions?

Resolution: Please check => here <=

 

I suggest you are a bit more forthcoming in providing these details for us volunteers as we are doing this in our spare time and try to help. Again the tone should be more professional as you will not get an answer if it stays like this.

 

Please provide more details before asking any follow-up questions or work directly with our support team.


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 16 of 25
SRANE
Advisor

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Thanks for the no help.  If anyone else is having the same problem with the TC8 being blocked, the cause was Polys  last junky firmware update.  The latest one has seemed to fix it.  Why I asked - What did the last firmware update break.  

Message 17 of 25
SteffenBaierUK
Polycom Employee & Community Manager

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Hello @SRANE ,

 

Welcome back to the Poly Community.

The software being used once in Teams mode is provided by our partner Microsoft. I suggest you get one of their Microsoft Premier CSAM involved in order to check what has caused the initial issue using 3.3.2 or 3.4.0


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 18 of 25
Support Team
Occasional Contributor

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

What annoys me is Poly advertise the TC8 and X Studio devices as Teams certified devices, and yet when you have problems (and appears lots of people are) they say we can't help talk to Microsoft. 

 

We have 6 studio devices and are almost at the stage of ripping them out and asking for a refund. Going to be difficult because we have had them for a year but have been (foolishly it seems) trusting Poly / Microsoft to resolve issues with firmware updates

Message 19 of 25
SteffenBaierUK
Polycom Employee & Community Manager

Re: Terrible solutions from Poly X30 and TC8 - not applicable!

Hello @Support Team ,

 

Welcome back to the Poly Community.


What would you do if this was a PC or a Laptop you purchased from a known brand and had an issue with Microsoft? Who would you contact for that?

 

No difference here as our Partner Microsoft looks after the different applications running on our hardware and the Platform Teams. They are also responsible for the roadmap and timeline of that.

 

Poly cannot open a case with Microsoft for you.


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 20 of 25