Issue Report: Crestron Flex MTR freezes on 'Meet Now' – system stuck on Connecting

Dear @Kien Dao,
Thank you for updating. I would like to summary your situation:

• Platform: Microsoft Teams Rooms on Windows (MTR‑W)
• Hardware: Crestron Flex (UC‑Engine)
• MTR app version: 5.4.210.0
• Windows build: 10.0.26100.7462
• Crestron firmware: Latest and within compatibility guidelines
• License: Teams Rooms Pro

Behavior:

• Device becomes stuck on “Connecting…”
• Happens with Meet Now and scheduled meetings
• Touch panel and HDMI output freeze
• No user interaction possible
• Reboot is the only recovery
• Occurs after several days of uptime, even with daily scheduled reboots

I want to let you know that I’m a forum moderator, so I don’t have access to Microsoft’s internal tools or systems to fully investigate or fix account-specific or technical issues like this one.

Because of that, I recommend that you open a support ticket with Microsoft through the Teams Admin Center. This will connect you with the right support team who can look into the issue more deeply and help find a solution.

To raise a support ticket:

1. Sign in to the https://admin.teams.microsoft.com/ using your organization’s Global Admin account.
2. Go to Support > New Service Request.
3. Include all relevant details
4. Attach any logs or screenshots that may help Microsoft Support diagnose the issue.

For reference: Create a support request for Teams device issues

I truly appreciate your patience and understanding. Thank you for your cooperation.

HI @AlexDN,

Tks for your help.

Please see the answers:

1 & 2. Please see the attached images for the current MTR app version, Windows build, and Crestron firmware versions.

3. The issue occurs randomly.
4. The freeze happens with both Meet Now and scheduled meetings.
5. It usually happens after the device has been running for several days.

-> We have verified that the Crestron firmware is already on the latest version and is compliant with Crestron’s official compatibility guidelines. Also, the system is configured to reboot automatically every day at 3:00 AM.

Please let us know if this is a known issue with the current MTR version.

Dear @Kien Dao,

Thank you for posting your question in the Microsoft Q&A forum.

From your description, when the “Meet Now” button is used on your Crestron Flex Microsoft Teams Room, the system becomes stuck in a “Connecting…” state. During this time, the touch controller and room display stop responding, and the meeting cannot be canceled. A reboot of the UC Engine restores functionality, but the issue returns later.

To better assistant, could you please confirm following information:

• Which Teams Rooms app version (MTR‑Windows)/Windows version/build on the UC Engine are your devices using?
• Has the firmware for the UC Engine and touch panel been updated recently?
• Does the issue occur consistently after a certain amount of uptime, or is it random?
• Does the freeze happen only with Meet Now, or also when joining scheduled meetings?
• Approximately how long is the device running (uptime) before the issue appears again?

In the meantime, I recommend as below:
1/ Make sure your Crestron firmware and Windows OS are up to date, as compatibility mismatches can contribute to instability.

2/ As a temporary workaround, consider scheduling meetings instead of using “Meet Now,” and set up daily automatic reboots to refresh the system state.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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