Pairing Teams Room Android Touch Controllers FAQ

The Poly Studio X family includes all-in-one video bars and modular solutions for large boardrooms and training rooms. With incredible audio and video technology, compact sizes, and simple deployment, these devices are ideal for classrooms and environments of various sizes. The devices are equipped with an 8" TC8 or 10" TC10 touchscreen controller that allow users to join meetings, start instant meetings, make calls, share content, and manage participants in a meeting. In this blogpost, we look at some of the frequently asked questions regarding pairing of MTR Android touch controllers.

FAQ #1: How do I pair a TC8/TC10 with the Poly Studio X30, X50, X52, X70 or G7500 in Teams mode?
​Before you can pair the TC8/TC10 in Teams mode, it must first be paired at the hardware level with the main system aka as the "codec". This codec is the X30/50/52/70 collaboration bar or the G7500. If the TC8/TC10 was purchased together with the codec as part of a bundle, then it would have been factory pre-paired at the hardware level. If the TC8/TC10 was purchased separately or is a replacement unit, then it must be manually paired. Follow the instructions below to pair the TC8/TC10 to the codec at the hardware level first: 

The TC8/TC10 must have an IP address from DHCP or manually entered. It must be on the same subnet as the codec and the following network components unblocked:

• Multicast address 224.0.0.200
• UDP port 2000
• TCP port 18888

You may see multiple devices that you can pair with on your video system’s Device Management page. Know the MAC address to ensure you’re pairing with the device you want such as the device in the room you’re setting up. 

1. Connect the Poly TC10 that you want to pair to an Ethernet port in the room.
2. In the system web interface, go to General Settings > Device Management.
3. Under Available Devices, find the device by its MAC address such as 00e0db4cf0be and select Pair.

After the TC8/TC10 has been successfully paired at the hardware level, you can proceed to pair it at the Teams level. To do this, sign in on both the codec and the TC8/TC10 using the same room resource account assigned with a Teams Room Pro or Basic license. Follow the steps here: ​https://docs.poly.com/bundle/tc10-ag-current/page/sign-in-and-pair-your-microsoft-teams-rooms-controller-account.html

FAQ #2: What to do if the TC8/TC10 does not pair successfully?
​If paired successfully, the device displays under Connected Devices with a Connected status. If a device shows a Disconnected status, the pairing wasn’t successful. In this case, do the following:

• Check the network connection of both the TC8/TC10 and the system you want to pair it with and make sure both are signed into Teams with the same Teams room account
• Check that both the TC8/TC10 are running the latest firmware version and Teams app. Latest firmware versions are available here: https://www.poly.com/us/en/support/products/video-conferencing/group-solutions/studio-x52 . Latest Teams Room on Android app are available via Teams Admin Center (TAC)
• Important: Updating the Teams app on the codec does not automatically update the Teams app on the TC8/TC10. The controller must be updated seperately from the codec.
• For new Poly Studio X52 customers, Poly recommends that your Poly Touch Controller is paired, and then update to PolyOS 4.1.0_00-180034, before selecting your preferred provider eg Teams. Updating Poly TC8 and Poly TC10 to v4.1 is a major Android platform upgrade to Android 11 and CANNOT be downgraded. Before updating your system, review the Poly VideoOS 4.1.0_00-180034 Release Notes.
• If the codec cannot find any TC8/TC10 to pair with, do a factory reset of the TC8/TC10 and try again. See this website for instructions on how to reset: https://docs.poly.com/bundle/tc8-ug-current/page/factory-reset-the-tc8tc10-using-the-pinhole.html

FAQ #3: What if my TC8/TC10 loses pairing after being successfully paired?

• ​See this webpage for more information: https://support.hp.com/us-en/document/ish_9233853-9233819-16
• Check that both the TC8/TC10 are running the latest firmware version Poly VideoOS v4.1.0_00-180034 and TC8/TC10 v4.1.0.211230 or later. This latest firmware contains fixes that resolves many of the pairing issues in previous versions
• Schedule nighty reboots of the system to prevent loss of pairing. This can be done using the Web admin UI as shown below

FAQ #4: After upgrading to the latest v4.1.0_00-180034, I cannot sign into Teams anymore.

• A new CP agent v5954 included in PolyOS 4.1.0_00-180034 enforces Intune enrollment. Therefore, both the codec and controller will be required to enroll in Intune via Device Administrator enrollment. If this is not enabled, typically in tenants where Intune was not used to manage Teams Android devices, then the login will fail. 
• Even if the tenant had enabled Intune for Android smartphones, these devices use Android Enterprise enrollment, which Teams Android devices do not support

When this happens, the device sign in fails and a message is shown on the screen "Device Administrator is not enabled". 

​In the Intune sign-in logs for this account we can see failures as shown below:

• To resolve this issue, it is not recommended to downgrade to an older version of the firmware. Instead, enable Intune Device Administrator enrollment on the tenant. Doing so will not affect other devices that are using Android Enterprise enrollment. 
• No Intune policies need to be created for Teams Android devices. The only requirement is to have Android Device Administrator enrollment enabled as shown below:

FAQ #5: Firmware updates are not being applied correctly from Teams Admin Center, causing systems to be in an un-responsive state
Poly Video systems running any Firmware version below 3.14.1 must be updated via Poly Lens Cloud or the Poly Update Server in the Web UI. With the release of Poly OS FW 4.0 (Q1 2023) Poly included the required Android OS 10 update.

• If your systems are currently on any version lower than Poly OS FW version 3.14.1 (3.1,3.2,3.3,3.4,3.5,3.6,3.7,3.8,3.9,3.1,3.11,3.12) you cannot use Microsoft Teams Admin Center to update your system Firmware.
• Due to the Android 10 OS update, Poly Video Systems must be on a minimum version before applying the Android OS Update included in Poly OS FW Version 4.0. The stair step mechanism is required so that the Android OS is updated properly.
• Today Microsoft Teams Admin Center is not capable of applying the update correctly. The Poly Lens servers and Poly Update servers have the logic built in to prevent any update from happening that would put your system into an un-responsive state
• If the Poly TC8 updated to TC 4.10 from a version earlier than TC3.11.0 is left in a bad state and rendered unbootable and unusable, the only option to fix the issue is to RMA the Poly TC8.

Once your systems are on any version of Poly OS 4.x (4.0 or 4.1) you can resume use of Microsoft TAC to continue Firmware updates in the future.

It is highly recommended to update your systems to the newest version of Poly OS which includes Android 10 along with several stability fixes. Microsoft Device Certification requires that certified Video systems meet the minimum Certified Version of Android OS which currently is Android 10.​Official documentation for this issue is here: https://support.hp.com/us-en/document/ish_9370492-9370060-16
with an updated document here: https://support.hp.com/us-en/document/ish_9645210-9633961-16

FAQ#6: Poly Studio X series, Poly G7500 and Poly TC8 on Poly VideoOS 3.14.2 reporting that the “version is up to date”
In some instances, systems running Poly VideoOS 3.14.2 are reporting that the version is up to date and will not auto update or prompt for update to the latest Poly VideoOS version. This is a known issue and to resolve, follow the steps in this article: ​https://support.hp.com/us-en/document/ish_9624442-9623941-16

Conclusion
Hopefully this blogpost will help admins manage and resolve some of the common issues with HP|Poly MTR Android systems. In conclusion, proper pairing ensures smooth control and interaction with your HP|Poly Teams Rooms on Android device. If you encounter any issues, consult the administrators guide or seek assistance from your HP|Poly support team