Forum Discussion

Hydro's avatar
Hydro
New Contributor
3 years ago

GoToRoom with Poly TC8 : white screen

Hi all, 

We are using GoToRoom with Poly Studio X50 and TC8 controller without problem since one year. Suddenly the screen of the TC8 controller keep white, and the Poly X50 indicates that it could'nt find the TC8.

If I change the provider as "Poly" or "Teams", the TC8 controller is working fine.

 

I've tried a restart and a factory reset too on the TC8, the problem stay the same : white screen. The right menu on the TC8 is working fine. The screen become white only when reaching the "home" screen.

 

Thanks for your help, 

Steve

  • AshC's avatar
    AshC
    3 years ago

    Hi Hydro

    Welcome to the Community. 

     

    In some cases there may be a firmware update available from the manufacturer's website.  If you've checked this, then we may need to look into it further with the affected device, through a Customer Support case. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    3 years ago

    Hi Hydro

    Welcome to the Community. 

     

    In some cases there may be a firmware update available from the manufacturer's website.  If you've checked this, then we may need to look into it further with the affected device, through a Customer Support case. 

    • Hydro's avatar
      Hydro
      New Contributor
      3 years ago

      Hi AshC, 

      apparently, the problem appears after an automatic update of the Poly system...

       

      We tried to downgrad from one version (3.9.0-358026), but the TC8 version stayed the same. We will downgrad to the second last version (3.8.0-356041) today to test if it resolves the problem and if not I think we will raise a ticket to the Customer Support Case.

       

      Steve