Zoom Proximity Sharing not working on Polycom devices (Poly X30, Poly X50, TC8, TC10)

[coco_zoomer]

Hey, 

I am having an issue where Proximity sharing prompts users for sharing codes rather then allowing them to direct share from the Zoom app like in the past. It has been very frustrating for our users. Did a Zoom app update break this feature?

I am seeing this behaviour with: Poly x30 , Poly X50 with TC8 and TC10 controllers. 

The devices are all on the same network as our users. Nothing has been changed in terms of configuration on our network.

Any ideas?

[jking]

I have the same issue but with Creston Mercury units the Crestron flex units work without issue. Zoom can you please advise.

[ZoomZoom]

Hi, Coco_zoomer.

There was an issue with older Zoom Room controller versions that sounds like with what you are describing, and it was fixed with version 5.17.1. I would recomend updating your ZR apps to 5.17.1 or higher version.

January 7, 2024 version 5.17.1 (2486)

Resolved issues

• Resolved an issue that caused problems with controller connectivity, direct sharing, incoming calls, scheduled events, etc.

Source: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069362

[coco_zoomer]

Hey ZzZz,

Thanks and confirming that devices were on 5.17.1 and this issue was still occurring. 

Something that worked was downgrading the Poly firmware 2 versions back. I saw in another forum that Poly's new update (currently beta) is supposed to fix this issue. Hopefully they release this soon.

[ZoomZoom]

Hi, jking.

Which Mercury are you referring to? Please be aware that some old Mercury models will not have a ZR controller version newer than 5.14.5, as they are at end of support. You may want to check this article: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058181

If you need further assistance, I would recommend checking with Zoom Tech support.