Poly x30 and x50 stuck in call (Green Led)

Anonymous · ‎07-05-2022

Hi All,

I having an issue with my poly x30 and x50 , sometime when terminating a Teams call, they get stuck in "In a call" status, the led remains green and on the admin site says "in a call".

It causing us issue as when people try to use device mode and the device is in this status, they cannot use the camera.

If they join another meeting, the meeting suddenly crash after 30 min (it's like the room is in two different meetings and it terminates the old one that was stuck with and everything goes down).

to fix this, we need to click on "meet now" and call someone and immediately close the call. The led goes white again and goes out of "in a call"

Anyone having this issue?

Rooms are all on Firmware3.11.0.364021 or 3.12 and last version of app and agent of Microsoft teams.

SteffenBaierUK · ‎07-05-2022

Hello ,

Stating the latest software does not help others when finding this post in days, weeks, months, or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id and in the case of Microsoft Teams all the details about the Teams application.

Is this in native Teams mode as you also mention Device Mode?

I suggest you raise a ticket with our Partner Microsoft as we, Poly, cannot do this for you.

Alternatively, open a support ticket with our support organisation.

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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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎07-17-2022

I am also experiencing this in teams mode. Did you make any progress with this? Even a reboot does not get mine to come out of that mode and Lens is reporting the room is in active call 24 hours a day.

It's weird because I have a bunch of x50s and x30s and only some of them are doing this, all on the same software versions (3.12 with 1449/1.0.96.2022051102 teams agent)

SteffenBaierUK · ‎07-18-2022

Hello @qblue08 ,

Your post ended up in the Spam Filter so it was moved here.

To release this one of us volunteers has to check this as this is an automatic process of the community software used to host this board.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

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