Microsoft Teams Room version 5.2.115.0 bug: Teams Room account can't login

Hi Matt

We have 7 large meeting rooms with Teams Rooms Pro, 5 of them are not working, all 7 are the same hardware and the same configuration. We opened a support case, and you said to wait for a fix, but no specific time, or to ask the system vendor to do a factory reset. Our meeting rooms are located in different countries, and some of them have no local technical support, and no one can help us to do a factory reset, because the second half needs to be done locally and cannot be done remotely. For us, there is no other choice but to roll back to the previous version to get them back online temporarily. In one of our meeting rooms, we did a factory reset and it is back to work. When your 5.3 is released and can run stably, we will manually update to 5.3.

Do you have any better suggestions for our current problem?

Thank you.

Matt. It’s important to clarify that we have not made any changes or special modifications to our Logitech Teams Rooms devices. Our setup uses certified hardware, following standard configurations, yet we still experience issues with version 5.2.115.0.

Previous versions, including 5.1, have worked without any problems, which strongly indicates that this is not a configuration or user error, but rather a problem with the 5.2 update itself.

While we understand that running 5.1 is not a long-term solution, we need stability in our Teams Rooms environment. It would be helpful if Microsoft thoroughly tests and resolves these issues before releasing updates to production, ensuring that certified setups like ours can function without disruptions. We appreciate any efforts to address this in future releases.

Hi Matt, that is good advice but we've had a ticket open since last week with no progress on that front. With over 40 rooms down for almost a week now we've been left with no choice but to figure out workarounds on our own to get our devices back up. I can also confirm that at least in our case we're running supported Crestron hardware and made no modifications to what account everything runs under. If we've made unsupported modifications inadvertently somehow that has caused this issue on a portion of our devices I'd love to know what that is but support has not been able to tell us what that is from the logs we provided.

For those downgrading their devices to Teams Rooms 5.1, please ensure you've opened a support case and are working to determine why 5.2 is not functional in your environment. All root causes we've found thus far have been caused by modifications customers have made to the out of box configuration of their Teams Rooms devices (or running non-certified hardware). These modifications are outside of our supported scenarios and will continue to cause problems long term. From telemetry, more than 50% of Teams Rooms on Windows devices are already successfully operating on 5.2.115.0.

Likewise, running 5.1 and disabling automatic updates is not supported nor a long-term functional path for your devices. We support N and N-1 releases of Teams Rooms so when 5.3 is released to general availability the 5.1 app will not be supported and will likely stop functioning shortly after release due to some planned legacy service changes. For reference: app supportability is documented here: Teams Rooms app and Windows versioning support - Microsoft Teams | Microsoft Learn

Not running the Teams Rooms app under the Skype user have never been supported by Microsoft. Remaining on 5.1.x is not a supported path as only the current and one revision of the Teams Rooms app are supported. So when 5.3 is released, 5.1 will not be supported.

Prepare your environment for Teams Rooms - Microsoft Teams | Microsoft Learn