Neat Microsoft Teams Rooms Technical Issues Update

Last updated on November 7, 2024

Current Known Issues as of November 7th 2024

  1. Smart Camera Controls – Customers running the 2.3.1 App of MTR-A (Build 1449/1.0.96.2024091202) may experience that Neat framing options not keeping to the default in the Teams Admin settings on the device. Please update to the latest 2.3.2 app (1449/1.0.96.2024101004) which is available in Teams Admin Center. This app is planned to be in Neat stable channel 16th November 2024.
  2. Neat Frame Microsoft Teams Display & Teams 2.1 Client – There is a known issue where the new Microsoft Teams client does not yet support Better Together pairing, so we recommend you carry on using the v1 client until this feature is released onto the T2.1 client sometime.
  3. Neat Frame with Microsoft Teams Display Hot Desking & iOS Clients – The QR is being recognised by the device, and it confirms the sign in code, but no sign in token is passed to the device. Current workaround is to sign in on the device directly. It has been reported to Microsoft and it is being investigated.
    May 10th 2024 Update – Microsoft are investigating and plan to release a new Teams Display and iOS client to address the authentication issues.
  4. Neat Frame with Microsoft Teams Display and Shared Device License – When you sign into a device with a Teams Shared Device License, you will only see the QR Code window and then a Call button. No settings icon is shown, so you are unable to enter any of the settings or enable Virtual Front Desk. It has been reported to Microsoft and it is being investigated.
    May 10th 2024 Update – Microsoft should be addressing this via the cloud, no new app will be required.

Past Issues

Direct Guest Join from Microsoft Teams Rooms to Zoom meetings – We are receiving reports that Android based Microsoft Teams Room devices are unable to join Zoom meetings from the meeting controller. We are working with Microsoft and Zoom to investigate the issue. An update will be posted here shortly.
October 18th 2024 Update – Zoom identified a root cause began rolling back changes overnight on October 17. The issue should now be resolved. We are continuing to monitor the situation with customers.

Issues with PowerPoint Live – Users of Microsoft Teams Rooms on Android may experience issues with PowerPoint Live or PowerPoint window sharing and that they need to upgrade their version of WebView. Microsoft has confirmed this to be a bug in MTR-A 2.2 app and will be addressed in a future release.

Direct Guest Join from Zoom Rooms to Microsoft Teams Meetings – We are receiving reports of audio echo issues with Direct Guest Join from Zoom Rooms to Microsoft Teams meetings. We are working with Microsoft and Zoom to investigate the issue and an update will be posted here shortly.
12th March 2024 Update – Microsoft have rolled back the changes they made and we are continuing to monitor the situation with customers.

Video lag/freezing issues – There were reports of issues previously an issue and Microsoft released a new build of software in February 2024 to resolve this issue. The build release notes from Microsoft are available here. This version is known as 2.1.0 or 1449/1.0.96.2024020802 app. It is currently available to be deployed via Teams Admin Center or by switching your Neat device to the Preview channel. This new app version will be promoted to the Stable channel on 16th March 2024, so your Neat devices will automatically get this update.

December 2023

As some of you are aware, a portion of Microsoft’s Teams Rooms customers have recently been experiencing periodic technical issues – specifically control panel pairing problems and account sign-outs. Microsoft has been working on these issues with urgency.

More information on the issues being addressed can be found here – Teams Rooms and devices on Android.

1. How Neat is delivering this update

Microsoft provided us with an updated software build with improvements and until now Neat has been testing these latest updates in our Preview channel. The good news is that significant progress has been made and Neat has now promoted this Microsoft software build into our Stable channel (as of December 9, 2023).

As long as your Neat equipment was up and on the network after 2:00pm Central European Time (8:00am Eastern US / 5:00am Pacific US) on Saturday, December 9th, the update would have been downloaded into the Stable update channel on your device.

Teams Rooms users will likely see some improvements in this release regarding the ongoing issues that Microsoft refers to here. As Microsoft makes progress on these issues, we will continue to update you as new improvements become available.

You can find more information about the latest software release notes from here

2. What should you do if you continue to see these issues after the upgrade?

If you believe that the upgrade has not resolved your ongoing issues, please reach out to Neat technical support via the contact form here: Contact Support Form

Amongst other troubleshooting asks, the technical support team may ask you to send the Neat and TAC logs from your device.

3. What should you do when encountering issues while signing in?

Some users have reported Intune-related-sign-in errors on Neat devices after facing ongoing signout problems, as detailed by Microsoft here. The two most common errors are Workplace Join (Section 3.1) and Device Administrator errors (Section 3.2).

3.1 Workplace Join Error when attempting to Sign in

If signing back in is causing “Couldn’t connect to Workplace Join. Try again, or contact your admin” – error, you have likely reached the device limit for this account. These device limits are found in Intune and Azure Active Directory (AAD) (see section 3.1.1). Each unsuccessful attempt at signing in on devices is registered in Endpoint Manager as a device. If the number of devices triggers the device limit (section 3.1.1) you will receive a “Workplace Join” error and need to manually remove these devices as discussed below:

To remove devices, an admin should use Endpoint Manager:
Endpoint Manager> Devices > Android > Android Devices > Search username associated with the account. You can then select each device and delete it. Please note that this is done individually and can take up to 15 minutes to apply.

To remove devices from a user account, an admin should use Endpoint Manager/Microsoft Azure Active Directory/Entra ID: AAD> Users> Search for user > Select user assigned to device experiencing this error and delete any old devices

Once a few minutes have passed please try signing in again.

3.1.1 Where to find these limits:

In Intune > Devices > Enroll Devices > Enrollment Device limit Restrictions > Device limit: You can view the limit for the Maximum number of devices per user

In AAD > Devices > Overview > Device Settings tab: You can view the limit for the Maximum number of devices per user

3.2. Device administrator error when attempting to Sign in

If signing back in is causing “Device administrator is disabled. Contact your admin” – error, it is possible that the Android Device Administrator (ADA) is disabled.

Please ensure Android Device Administrator (ADA) is allowed in your Enrollment Device Restrictions – Intune

  • Device enrollment restrictions let admins restrict devices from enrolling in Intune and you must ensure ADA is allowed and the minimum is set to Android 10 as per the Microsoft Teams requirements outlined here.
  • To check Device Enrollment Restrictions in Intune please navigate to Intune> Devices > Android > Android enrollment > Personal and corporate-owned devices with device administration privileges > Use device administrator to manage devices.
  • For more information on setting up ADA for Microsoft Teams Rooms, please see: Set up device administrator enrollment

As always, we are grateful to each and every one of you for entrusting your organization’s communications to Neat. Thanks!