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Remote Reboot TC8 and Remote Control

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MatthiasW
Occasional Contributor

Remote Reboot TC8 and Remote Control

Hi all,

 

I was looking through the Community Forum and Manuals to look for a remote reboot function of the TC8, but I can't find one. Lately I would have needed this function multiple times. Sometimes the devices get stuck in Teams Paring mode. The latest 3.14 caused issues and the device got stuck in pairing mode. Now I updated to 3.14.1 and they seem to be stuck again. So every time there is a need to  physically reboot the devices. This is not an enterprise solution for me as we have 6 offices and I assume there are people out there with more offices and devices that need a restart now and then. Rebooting is as simple as plugging and unpluggin the cable, so asking staff in the office is the solution for now, but many times work is done outside office hours with no one arround. Hopfully there is a funcction which I have missed or it can be implemented in one of the next updates?

I also have an other request. It would be super helpfull to remote control the devices by interacting with their screen output. Is there anything planned in the near future or is it possible already and I missed it?

 

Thanks for your help.

 

Matthias

Message 1 of 10
1 ACCEPTED SOLUTION

Accepted Solutions
ChrisBB
Advisor

Re: Remote Reboot TC8 and Remote Control

I have to agree with this.  From a remote support perspective, the TC8 is a bit of a downgrade when compared to the RealPresence Touch that came with the Group Series.  That you could remotely administer via its web gui.  The Groups Series also had a feature whereby you could run a touch panel emulator using IP/touch/index.html.

 

All incredibly useful, especially if you don’t have local support on hand to unplug/re-plug the device.

 

The only trick I have for the TC8 is re-enabling the POE port on the switch to restart it.

 

Anything on the Roadmap to improve on this Poly/HP?

 

Thanks

View solution in original post

Message 5 of 10
9 REPLIES 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Remote Reboot TC8 and Remote Control

Hello @MatthiasW ,

 

Welcome to the Poly Community.

 

This would be a feature request but we cannot do this via the medium of a community forum.

 

Please work with a Poly Reseller and/or Poly Sales

 

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.

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⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 10
MatthiasW
Occasional Contributor

Re: Remote Reboot TC8 and Remote Control

Hi Steffen,

 

thanks for your reply. I was hoping that as Employee and Community Manager it is your job to get a sense of community needs, requests and problems and forward them to the corresponding team. Having to contact a reseller / sales person is an hurdle and is just redirecting the problem to someone else. It should also be considered that Poly products can be bought online without any contact to a reseller or Poly sales. I could immagine multiple simple solutions to help the community:

  • for exeptional service the best solution would be to take ownership of any problem no matter what
  • add a special part in the board for requests
  • have a special E-Mail for requests
  • create something like user voice

I hope this is taken as constructive feedback that can help to improve Poly service even thougth this is just the community forum.

 

Cheers,

 

Matthias

Message 3 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Remote Reboot TC8 and Remote Control

Hello @MatthiasW 

 

Screenshot 2022-12-09 164006.png

EDIT: For some weird reason the picture shared does not display so this same as text from my signature:

 

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.

 

I believe the above states that I am just a volunteer.

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

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.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 4 of 10
ChrisBB
Advisor

Re: Remote Reboot TC8 and Remote Control

I have to agree with this.  From a remote support perspective, the TC8 is a bit of a downgrade when compared to the RealPresence Touch that came with the Group Series.  That you could remotely administer via its web gui.  The Groups Series also had a feature whereby you could run a touch panel emulator using IP/touch/index.html.

 

All incredibly useful, especially if you don’t have local support on hand to unplug/re-plug the device.

 

The only trick I have for the TC8 is re-enabling the POE port on the switch to restart it.

 

Anything on the Roadmap to improve on this Poly/HP?

 

Thanks

Message 5 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: Remote Reboot TC8 and Remote Control

Hello ,

 

 

 

Welcome to the Poly Community.

 

For question 1 please check our Video FAQ here:

 

Oct 13, 2021 Question: How can I use the Poly Control App on a Studio X or G7500?

Answer: This was added in 3.6.0 and please check >here<

 

Limitations as explained apply

 

In regards to the roadmap/improvement or anything else please work with a Poly Reseller and/or Poly sales and they can update you on timelines or NDA etc. Poly sales can based on potential revenue also push for features.

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


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.

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


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 6 of 10
MatthiasW
Occasional Contributor

Re: Remote Reboot TC8 and Remote Control

Hi Steffen and Chris,

 

sorry I was not reading the signature and the title after your name is quite missleading. This should probably be address by whoever owns the board then.

Anyway the tip from Chris to use the Switch and renable PoE is the best solution to reboot it.

The control app needs the device to be in poly video mode and visibility of the screen.

 

Thanks in the mean time.

 

Matthias

 

Message 7 of 10
ChrisBB
Advisor

Re: Remote Reboot TC8 and Remote Control

Thank you for the tip about the Control App - I was completely unaware of that so that is really fantastic news!  Just tested it and that worked great!  I did notice that it didn't ask me for a pairing code If I was logged in with the local admin account on another browser tab it let me straight in.  That's perfect - same process as the Group Series!

Message 8 of 10
Andrew_CH
Occasional Visitor

Re: Remote Reboot TC8 and Remote Control

We had exactly the same requirements, and we don't have access to the switch PoE settings (large enterprise with different IT teams). By the end of the day we switched to yealink devices, where you have full remote control options. Poly simply dropped the ball in this case.

Message 9 of 10

Re: Remote Reboot TC8 and Remote Control

Hi All, speaking of this ask, there currently is no way to remotely reboot the TC8, i've heard not until the latest 4.0 firmware partition arrives to these units, then we'll be able to remotely  run a script to reboot is what I heard, not 100% buty something like this.

 

 

Message 10 of 10