TC8 not able to join device - error "We couldnt connect you to the meeting"

Question

TC8 not able to join device - error "We couldnt connect you to the meeting"

Zahid 41

Since 1st June, we are not able to join our Teams call via Poly TC8 controller. We able to join the meeting if we are join using the Poly Studio X directly (USB mouse attached). Reboot and resign to the device don't solve the issue and temporarily we need to use the mouse to join the call.

Just want to check if this happen to anyone else as well and what are solution.

SokiGuo-MSFT 31,036 Reputation points Microsoft External Staff

2023-06-05T01:57:30.18+00:00
Hi @Anonymous

Thanks for visiting our forum. Microsoft Teams tag is mainly focused on the general issue of Microsoft Teams application troubleshooting.

According to your description, it seems that there is a problem with the TC8 device, you can try the following possible scenarios:

Check the device status on the device.

Check the network settings, pairing status.

Update your software to troubleshoot some common issues. You can also reset your device to factory default settings if needed.

If none of the above works, consider posting in the Poly Community or consulting a Poly expert for better help. Thank you for your understanding and patience!
Haych 0 Reputation points

2024-03-20T13:54:09.22+00:00

Hi I have the same issue, looking at my teams room admin, my poly x50/ tc8 devices are no longer showing.. please help!!

1 answer

Your answer

SokiGuo-MSFT 31,036 Reputation points Microsoft External Staff

2023-06-05T01:57:30.18+00:00

Hi @Anonymous

Thanks for visiting our forum. Microsoft Teams tag is mainly focused on the general issue of Microsoft Teams application troubleshooting.

According to your description, it seems that there is a problem with the TC8 device, you can try the following possible scenarios:

Check the device status on the device.

Check the network settings, pairing status.

Update your software to troubleshoot some common issues. You can also reset your device to factory default settings if needed.

If none of the above works, consider posting in the Poly Community or consulting a Poly expert for better help. Thank you for your understanding and patience!
Haych 0 Reputation points

2024-03-20T13:54:09.22+00:00

Hi I have the same issue, looking at my teams room admin, my poly x50/ tc8 devices are no longer showing.. please help!!

Answer 1

Zahid 41

Hi @Anonymous ,

We currently running on the latest firmware and Teams Apps. I did find few other users having the same problem under the Poly Community page.

https://community.poly.com/t5/Video-Endpoints/x50-x30-we-couldnt-connect-you-to-the-meeting-message-on-tablet/m-p/121450#M16886

SokiGuo-MSFT 31,036 Reputation points Microsoft External Staff

2023-06-08T07:30:59.08+00:00

Hi

Did you try all of the above methods and none of them work?

Please try checking if the device status is healthy in Teams admin center.
Zahid 41 Reputation points

2023-06-08T08:06:12.18+00:00

Yes none of them seems to work. I just got a reply from MS case that I raised and it's because of the service degradation that causing this issue. Service Incident No: TM573888.

The workaround for now that work is to factory reset the Poly TC8 device so its downgrade the Teams Apps version to 1449/1.0.96.2023031201.
SokiGuo-MSFT 31,036 Reputation points Microsoft External Staff

2023-06-12T05:45:42.8966667+00:00

Hi

Thanks for sharing, glad to see that you found a workaround.

If you have any update about this issue, please feel free to post back.
Julien Bares 0 Reputation points

2023-12-21T09:45:26.8933333+00:00

Hello,

i have the same problem with TC8, unable ton register device on Microsoft Intra ID

I didn't have this kind of error for Studio X30.

On my mind, problem is coming from the device..

Any issues?

Downgrading firmware is working guys?

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TC8 not able to join device - error "We couldnt connect you to the meeting"

1 answer

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