Issue with Poly device integrated with Extron after the Microsoft Teams Rooms update in December 2025

Question

Dear Microsoft Teams,

My customer is using the Poly Studio G62 with TC10. The system has been operating well for more than one year; however, after updating to the latest Microsoft Teams version (1449/1.0.96.2025328903) in December, the following issue occurred:

• From the Microsoft Teams Room interface, when starting a meeting → accessing the AV control interface (Extron) → then returning to the Microsoft Teams Room interface, the meeting is unexpectedly exited/disconnected.

Thank you.

Answer 1

It seems that you are experiencing an issue with the Poly Studio G62 integrated with Extron after a recent Microsoft Teams Rooms update. Unfortunately, the provided context does not contain specific information regarding issues related to Poly devices or Extron integration after updates. For troubleshooting this specific issue, I recommend checking the support resources for Poly or Extron, as they may have additional insights or updates regarding compatibility with Microsoft Teams Rooms.

Additionally, you may want to consider reaching out to Microsoft Support for assistance, as they can provide more targeted help regarding the integration of third-party devices with Microsoft Teams Rooms.

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References:

• Known issues with Teams Rooms on Windows

Answer 2

Hello @Kiều Quốc Hưng,  

Thank you for reaching out to the Q&A forum! 

I hope you understand that this forum has limitations in terms of available tools and testing environments. As a forum moderator, I only can try to do research on the issue and provide guidance based on my experience.    

However, I’ll try my best to help point you in the right direction. 

Since the issue started right after the December update, I recommend you reach out this issue to our higher-level technical support team for backend investigation. 

You can ask the customer to contact their organization’s IT administrator and raise a support ticket through the Microsoft 365 Admin Center.  

• To create a Support ticket, the IT admin can go to: Microsoft 365 admin center           
• When they click Help & Support in the bottom-left corner, a Support Assistance panel will appear.      
• In the text box, they can type: "request an agent to contact me via email or phone" and press Enter.      
• After that, please look at the bottom-left corner of the panel. They will see a blue link that says, "Contact Support"; you click on it.   

    

• They will then have two options: Support via phone or Support via email. You can choose Email.    

Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn 

When the ticket is opened, a support engineer can start a remote session to investigate the issue, review the back-end settings, and optionally run a sync tool to resolve the issue. 

I truly hope you’ll be assisted soon by our dedicated technical team. And if you receive any updates or insights, please feel free to reply here.             

Looking forward to hearing from you! 

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