Request for Support: Touchscreen Issue with Microsoft Teams Room Console

Question

I am experiencing an issue with the Teams Room system installed on a UC-CX100-T from Crestron. Occasionally, the touch panel on the table becomes unresponsive, and I am unable to control the system.

To temporarily resolve the issue, I have been resetting the UC Engine. After a restart, the system works again for a while, but the problem eventually returns.

I found a similar issue documented in Microsoft’s troubleshooting resources: "The central part of the console on a Teams Rooms device doesn't respond to touch and mouse input."

Could you please advise on a permanent solution or any recommended actions to resolve this issue?

Thank you very much for your support.

Best regards,

My name Quan technical Zodiac clarity.

Answer 1

Hi Võ Quốc Dân 

Thanks for reaching out to Microsoft Q&A Forum support and apologize for the inconvenience. 

As a forum moderator, I don’t have access to the full resources or internal tools needed to provide a definitive solution to this issue. Therefore, I’ve done some research, and it appears that Microsoft has not yet published an official fix or detailed guidance for this specific problem. However, while Microsoft recommends contacting support for a permanent resolution, here are a few workarounds you can try in the meantime to see if the issue still persist: 

1. Reinstall the Microsoft Teams Rooms App 

Corrupted app files or cache can cause input issues. Try uninstalling and reinstalling the Teams Rooms app: 

• Uninstall the app from. 
• Reboot the UC Engine. 
• Reinstall the latest version from the Microsoft Teams Rooms download page. 

2. Replace the USB Cable Between the Touch Panel and UC Engine 

• Disconnecting and reconnecting the USB cable at both ends. 
• Using a different USB port on the UC Engine. 
• Replacing the cable with a high-quality, shielded USB cable if available. 

If you have tried the above steps and the problem is still not resolved, I recommend raising a support ticket directly through the Microsoft 365 Admin Center. This will connect you with Microsoft’s technical team, who can provide a more direct and effective solution for your case.

1. Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin | Microsoft Learn.        
2. Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  
3. Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Customer service phone numbers - Microsoft Support   

Hope you will solve the problem soon 

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