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.
Posted 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)
Posted 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.
Posted 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.
Posted Dec 19, 2024 - 17:20 UTC
This incident affects: ThinkSmart Manager Services.