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Poly x50 and TC8 checking for controller in Zoom Rooms

Derek.smith95
Occasional Visitor
‎01-25-2022 01:16 PM
‎01-25-2022 01:16 PM

Poly x50 and TC8 checking for controller in Zoom Rooms

Hello, I have been unable to unlock our councils x50, as the TC8 tablet is stuck in checking for controller in the Zoom Rooms mode. All other modes seem to work fine. This happened after an automatic update.

Any suggestions?

 

Thanks!

 

x50 vers 3.9.1-360006

tc8 vers 3.9.0-210608

Zoom Rooms vers 5.8.3.388

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎01-26-2022 01:20 PM
‎01-26-2022 01:20 PM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hello @Derek.smith95 ,

 

Welcome to the Poly Community.

 

I can only advise you the same as I did >here<

 

Downgrade via General Settings > Download Update From Customer Server URL

https://swupdate.lens.poly.com/polyos/3.9.0/358026

If this fails please work with our support team in your region.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

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

If official support is required please check how to phone or open a case here

----------------
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
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MPG155
Occasional Visitor
‎02-26-2022 02:40 PM
‎02-26-2022 02:40 PM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hello - ran into the same issue after upgrading to the latest released version (3.9.1) - has this issue been addressed as the Poly x30 is still showing 3.9.1 as the latest version?

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎02-27-2022 06:12 AM
‎02-27-2022 06:12 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hello @MPG155 ,

 

Welcome to the Poly Community.

 

So far I am not aware if we have found this to be a Zoom issue or Poly issue. I suggest you get this into support and quote 33928916 or 33945434

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

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

If official support is required please check how to phone or open a case here

----------------
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
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Derek.smith95
Occasional Visitor
‎02-28-2022 08:19 AM
‎02-28-2022 08:19 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hi Steffen, I believe it was a Zoom issue as all other apps and modes worked fine, it was only locked in the Zoom Rooms mode. What fixed it for me was factory resetting my devices and re-configuring the Zoom Rooms app. Hopefully it won't happen before a meeting again haha!

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MediumRoast
Occasional Advisor
‎03-02-2022 06:23 AM
‎03-02-2022 06:23 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

I have this same problem on a X30 with a TC8. Factory resetting did not resolve the issue for me. I reached out to Zoom support and they said this is a Poly issue. Can Poly support confirm this is a known bug? Is there a work around? Is there an expected updated firmware with a fix? Or is this really a Zoom issue and I am being given false information?

 

Thanks

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎03-02-2022 06:48 AM
‎03-02-2022 06:48 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hello @Derek.smith95 

from a previous reply:

@SteffenBaierUK wrote:

Hello @MPG155 ,

 

Welcome to the Poly Community.

 

So far I am not aware if we have found this to be a Zoom issue or Poly issue. I suggest you get this into support and quote 33928916 or 33945434

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 



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

If official support is required please check how to phone or open a case here

----------------
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
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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎03-08-2022 04:03 AM
‎03-08-2022 04:03 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hello @Derek.smith95 , @MediumRoast  and @MPG155 ,

 

Welcome back to the Poly Community.

 

We have just released PolyOS 3.10.0

 

The above has a fix for the to us known issue with the partner application on TC8 being unable to start / update

 

If you still find an issue please work 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

 

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

If official support is required please check how to phone or open a case here

----------------
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
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MediumRoast
Occasional Advisor
‎03-10-2022 06:32 AM
‎03-10-2022 06:32 AM

Re: Poly x50 and TC8 checking for controller in Zoom Rooms

Hi Steffen,

 

The update resolved the issue. Thanks for letting me know!

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