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

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.

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

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.

I understand resolving this can be challenging, we have Remote Access within the Pro Management Portal which can allow you to perform admin tasks remotely. There are no plans to make any changes for 5.3 as we don't have an issue at this point only environmental causes, so for those experiencing issues on 5.2 please open support cases if you have not done so and please work with your account team's if you're not making progress with support.

I will add one additional suggestion beyond the known issues details I've shared previously; we've had two cases from customers where they have hit credential cache challenges due to their third-party identity provider, clearing the Teams Rooms cache using the action in the Pro Management Portal or locally using these steps have helped: Microsoft Teams Rooms maintenance and operations - Microsoft Teams | Microsoft Learn

We've had an open support ticket for weeks, yet the response has been minimal and lacking any real progress. Frankly, we’re disappointed in the quality of support from Microsoft, especially given the ongoing impact on our customers and the many other customers on this forum as well.

We’ve tried the workarounds, but we need an actual fix, not temporary solutions. The lack of communication and delay in addressing this issue is unacceptable. We expect far better support from Microsoft, and we need this issue to be prioritized and resolved as soon as possible.