X50 / X30 Pairing with TC8

[Andrew DeBoer]

We are installing X30 and X50 endpoints on a corporate network, with many network segments and switches. In several cases, we have installed an X30 or X50 with a TC8, and the endpoint is unable to pair with the TC8. Their IPs indicate that they are in the same subnet, but pairing is not possible. The TC8 indicates it's ready for pairing, but the endpoint says "No device found".

Any obvious places to start? We have verified that port security is Off on all ports. This eliminated a problem we had where the TC8 would hang at "Discovering network" at boot.

PolyOS version is 4.0 or 3.14.xxx

Management is via local IP admin page.

[SteffenBaierUK]

Hello @Andrew DeBoer ,

Welcome to the Poly Community.

Your post is missing a few fundamental but required details:

• What Software Version
• Paired via the Poly Studio X Web Interface or Teams provider and pairing in Teams.

Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

The best and quickest way forward is to contact our Support organization 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

[mshu]

Hi @ Andrew DeBoer,

Your TC8 and your video endpoint must be on the same network and subnet. Please ensure that communication between the units is possible via the following ports and is not blocked:

Multicast address 224.0.0.200
UDP Port 2000
TCP Port 18888

[Chris A]

Andrew, was this in Poly mode or MS Teams mode?  I too am having the same issue in MS Teams mode.  Both devices need to authenticate with InTune, unlike Poly mode where I assume the just need these ports open as they direct connect.

[mshu]

There is a difference in pairing. On the one hand, the Studio X and the TC8 pair on the device level. On the other hand, in case you use Teams, the two devices also pair on the Microsoft level. Now the question is which pairing fails? "Poly pairing" or "Teams pairing"?

[Chris A]

Teams pairing is failing.  Both devices are signing on to InTune without an issue and are showing as signed on each device, but the TC8 just can't seem to find the X50 (I have tried a few and I have the same issue).  I do have a case open with MS, but it has been open for about 6 months.  They have successfully allowed me to pair two devices with something they have done in the back ground, but as for any other devices...no luck.

There is no issue with pairing the devices in Poly mode.

[SteffenBaierUK]

Hello @Chris A 

do you have a Microsoft reference so I can follow this up internally?

Best regards

Steffen Baier

[Chris A]

Hi Steffen,

[Case #:31385650] is what they are currently working off.  It is about 8 months old now.

Chris

[Chris A]

Still reviewing this one, though it looks like some of our switches aren't configured correctly for multicasting.  Although in Poly mode they worked fine, in MS Teams mode, multicasting seems to be the issue.