Investigating - We are currently investigating an issue where claiming devices in bulk using a csv file is not working in ThinkSmart Manager. All other device claiming methods are functional and working as expected. We will provide updates as progress is made on this investigation.
Nov 24, 2025 - 20:20 UTC
Update - A critical issue was observed during the rollout of the 25.8 client. The client has been rolled back to the previous version (now 25.8.1) to prevent this issue from happening as we perform root cause analysis and complete the remediation plan. The UC Flex and MTR-W remote recovery options will continue to be unavailable while we preform this action. We will continue to post updates on this issue as more information becomes available.
Sep 08, 2025 - 12:22 UTC
Update - This issue will be resolved with our upcoming ThinkSmart Manager 25.8 release. It will be re-enabled once both the ThinkSmart Manager Portal deployment and the ThinkSmart Manager Service client deployments are complete - target 30 August and 6 September, respectively.
The full details can be found in the ThinkSmart Manager 25.8 release notes. Below is the excerpt regarding this feature.
Re-enabled the UC Swap (Flex Image) and MTR remote recovery features. a. IMPORTANT! Note: The Microsoft Windows August 19, 2025—KB5066189 (OS Builds 22621.5771 and 22631.5771) Out-of-band update must be installed on the device for these features to work. Attempting to run these features on devices without the update may result in a failure requiring the device to be recovered using a USB recovery key. b. Devices that were preloaded with MTR-W can now be swapped to Zoom Rooms and back to MTR c. A remote recovery can be triggered for devices that were preloaded with MTR-W (Note: Support for Zoom Rooms preloaded devices will be available in a later release)
Aug 29, 2025 - 14:03 UTC
Identified - The cause of hang when using the UC Flex option has been identified as an incompatibility between certain versions of the Windows 11 operating system and Microsoft Teams Rooms (MTR). This is due to the fact that Microsoft's Windows Update services the OS in the recovery partition, while MTR is updated through the Store. The Store does not service MTR in the recovery partition. This results in the OS / US version incompatible combination that can cause the recovery process to hang.
It should be noted that the failure can be seen when manually running a recovery locally on a Win11/MTR device. Here is Microsoft's KB article that includes a link to a offline update script: https://learn.microsoft.com/en-us/microsoftteams/rooms/manual-update This script should be ran before running the recovery process. It updates the MTR version in the recovery partition.
Our fix plan for the ThinkSmart Manager UC Flex Option:
In 25.1, we will reenable UC Swap for all devices except those on Win11 23H2. Release window is 2/8-2/22
In 25.8, we will reenable UC Swap for all devices - part of the process will run the fix provided by Microsoft above to remotely update the MTR version instead of using the version stored in the recovery partition. Release targeted for June.
Feb 07, 2025 - 19:54 UTC
Investigating - The ability to remotely switch MTR-W licensed device to Zoom and back to MTR will be temporarily disabled due to a compatibility/mismatch issue between the UC client and Windows OS updates versions. We will provide updates on the status for enabling this feature as they are available.
Dec 19, 2024 - 17:20 UTC
Downtime expected: None Change History: ThinkSmart Manager Cloud Portal Enhancements: 1. Added the ability to remotely turn on or off the ThinkVision E55/E65 devices. a. There may be a few minutes between initiating the power change from ThinkSmart Manager and the monitor changing power states b. Currently, if the monitor is turned off it will still show as On in the ThinkSmart Manager portal. c. If the monitor is powered off or disconnected locally it cannot be powered on remotely and the action will show as unavailable 2. Enabled the UC Swap and MTR-W Remote Recovery features for devices with Windows 11 24H2 that are preloaded with MTR-W a. Note: In some cases, the version of MTR may need to be updated after the swap process is complete b. UC Swap is currently disabled on TS One/TS One Pro – awaiting TS One Pro Zoom certification completion c. UC Swap is currently disabled on the Hub 60 due to an incompatibility between the OS version on those devices and the versions of MTR-W/ZR-W used in the swap process 3. Added the remote recovery option for devices that were preloaded with Zoom Rooms a. Note: This feature will be enabled asynchronous to the TSM Portal and TSMS client deployment. There may be a gap in which the feature appears available within the portal, but is not fully enabled. If you encounter an error attempting to run the Remote Recovery for Zoom preloaded devices, please try again later. 4. When manually installing the ThinkSmart Manager Service, the installer will now prevent downgrading the service to an older version 5. Improvements to device online/offline and other device/application status telemetry 6. Various UI and Accessibility improvements
Resolved Issues: 1. Fixed an issue where changing the brightness and volume settings of E-Series ThinkVision monitors was not automatically applied to the target device 2. Fixed an issue where the ThinkSmart Manager Service continued to run after it was uninstalled 3. Fixed an issue where the claiming status was incorrectly shown as “Expired Claim” 4. Fixed an issue where devices with an older version of ThinkSmart Manager Service installed (25.1) would not successfully update to the latest version of ThinkSmart Manager Service 5. Fixed an issue where users could not edit the settings for connected Jabra PanaCast 50 or ThinkSmart Bar 180 peripheral cameras 6. Fixed an issue where vPro related features were not immediately available for newly claimed devices 7. Fixed an issue where the device list could not be sorted by the Group column 8. Fixed an issue where the Bring Your Own Meeting (BYOM) package was showing as applicable to some devices it was not intended for. If installation of the package was attempted, it would fail. The package will no longer show as applicable to those devices