"Couldn't find the device" message appeared on MTRoA controller

Question

On holiday break, it seems like our Poly devices on MTRoA got pushed to the lastest firms (Poly 4.4.0 and Teams 1449/1.0.96.2024110701). This is the first time that we noticed the "Couldn't find the device" on our Poly TC8/TC10 controllers. It seems to happen to only on just the G7500 Poly devices. The TVs are fine and displays the homescreen correctly. This always happens after it says "has been paired with the G7500 device," then the Teams logo appears, followed by "trying to pair" again, and finally it says "couldn't find the device.". Has anyone encountered this issue so far in your environments?

Answer 1

HI @Roland Barreto

According to your case description, after the Poly devices on MTRoA were pushed to the latest version, the "Display Disconnected" message appeared on the MTRoA controller.

Please try the following steps to troubleshoot this issue:

1. Restart the device: You may need to restart the Poly TC8/TC10 controller to try to resolve the pairing issue.
2. Check the firmware version: Make sure all devices are running the latest firmware version.
3. Online support: If the above does not work, you need help collecting logs to check this case, so this query requires contacting our dedicated support channel. For more information, see: Get support - Microsoft 365 admin | Microsoft Learning. Support agents have more permissions and resources than us to investigate this issue and provide you with the best assistance.
4. Update graphics driver: When I inquired about this case, other users reported similar problems. Some people solved it by logging into Windows Settings with an administrator account, enabling automatic updates, and installing the missing graphics driver. Please kindly refer to Logitech Tap: Display Disconnected & Circle Arrow | Microsoft Community Hub.

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