Solved: Re: TC8 stuck at Checking for Room Controller

nlev · ‎10-07-2022

After the Poly X50 updated to software release 3.14, the TC8 is stuck at "Successfully paired with Collaboration Area. Checking for Room Controller. Please wait..." Attempting to use it with Microsoft teams. Rebooting the X50 and TC8 does not help but downgrading to 3.13 seems to fix the issue. Is anyone else seeing this issue with software release 3.14 and Teams?

SteffenBaierUK · ‎11-01-2022

Hello @nlev , @swinterstorcon and @BFAV

we just released 3.14.1 >here< which addresses the issue.

Best Regards

Steffen Baier

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

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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.

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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

View solution in original post

SteffenBaierUK · ‎10-07-2022

Hello @nlev ,

Welcome to the Poly Community.

Looking at the details provided:

We have absolutely no idea about the currently used Teams Application version
We also assume the initial pairing between the Studio X and the TC8 is working fine

Based on the above please work with our friends from Microsoft support to troubleshoot this.

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

SteffenBaierUK · ‎10-09-2022

Hello @nlev ,

We have an internal ticket for this as EN-234671. Please open a case with our support organization and mention the above so it can be tracked.

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

nlev · ‎10-10-2022

Thanks for your response. It seems related to the Poly software revision, not the Teams application version. Yes, the touch panel is paired ok. I'll mention the information you provided in my support case.

BFAV · ‎10-11-2022

Same issue here - Trying to love these products... but it's been a rough start

SteffenBaierUK · ‎10-11-2022

Hello @BFAV ,

Welcome to the Poly Community.

At present, I believe only a downgrade to 3.13 fixes the issue but in parallel please escalate to our support organization and quote the ticket I provided to @nlev

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

nlev · ‎10-12-2022

Thanks for the update. I can confirm that setting the x50 to downgrade to 3.13 using Poly Lens worked around the issue. The TC8 touch panel is functioning again. I have a case open referencing the internal issue. Let me know if you hear any new information on this issue so I know when it's safe to enable updates again.

swinterstorcon · ‎10-14-2022

Exact same issue with the TC8 stuck checking for room controller. Downgrading to 3.13 fixes it. I can reproduce it on my Studio X30 and X50s.

Thanks god for Lens.

SteffenBaierUK · ‎10-15-2022

Hello @swinterstorcon , @nlev and @BFAV ,

Workaround:

Downgrade to PolyOS v3.13.0

Or

Change time zone in Web UI to one from a city where the Olson ID time zone string does not include the underscore _ , and reboot/power cycle TC8. The table below lists the impacted time zones

Impacted time zones in 3.14.0-372034

Olson ID	WebUI
America/Los_Angeles	GMT-8:00 Pacific Time (US & Canada)
America/New_York	GMT-5:00 Eastern Time (US & Canada)
America/La_Paz	GMT-4:00 La Paz
America/Sao_Paulo	GMT-3:00 Brasilia
Atlantic/Cape_Verde	GMT-1:00 Cape Verde Is.
Africa/Dar_es_Salaam	GMT+3:00 Tanzania
Asia/Hong_Kong	GMT+8:00 Beijing, Chongqing, Hong Kong
Australia/Lord_Howe	GMT+10:30 Lord Howe Island, Australia

This affects Microsoft Teams or RIngCentral

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

swinterstorcon · ‎10-17-2022

I can confirm that fixes it for us. I changed our Time Zone from New York to Bogata since it's the same -5GMT, upgraded and the TC8 connected like normal.

So is this a Poly bug or a Microsoft bug?