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Microsoft Teams Room (MTR) — Device Goes to Sleep Mode Frequently
A Microsoft Teams Room (MTR) device entering sleep mode unexpectedly can disrupt meetings and cause confusion for end users. This article outlines the common causes and recommended steps to resolve the issue.
Common causes
- 💤Windows power settings configured with a short sleep or display-off timer, overriding the MTR default profile.
- 📡No proximity or room signal detected — the device treats inactivity as unoccupied and enters standby.
- 🔌Third-party peripherals (cameras, compute bars) entering their own low-power state and pulling the system into sleep.
- ⚙️MTR app or firmware not fully updated, causing incorrect power management behaviour.
- 🖥️Display HDMI/USB-C handshake loss causing the system to assume the display is disconnected.
- 🔧Room resource mailbox or meeting detection not configured correctly, preventing the device from staying active during booked meetings.
Check Windows power settings
Sign in to the MTR admin account. Navigate to Settings → System → Power & Sleep. Set Sleep and Display to Never. Confirm the "MTR" power plan is active and has not been replaced by a custom Windows plan.
Sign in to the MTR admin account. Navigate to Settings → System → Power & Sleep. Set Sleep and Display to Never. Confirm the "MTR" power plan is active and has not been replaced by a custom Windows plan.
Review MTR app power settings
In the MTR settings panel (gear icon), check if "Allow device to sleep when the room is free" is enabled. Disable this if the room needs to remain active at all times, or adjust the idle timeout to suit the environment.
In the MTR settings panel (gear icon), check if "Allow device to sleep when the room is free" is enabled. Disable this if the room needs to remain active at all times, or adjust the idle timeout to suit the environment.
Update MTR app and firmware
Ensure the MTR Windows app is on the latest supported version. For HP/Poly or Logitech devices, check vendor firmware via the respective admin portal or device management console. Outdated firmware is a known cause of erratic sleep behaviour.
Ensure the MTR Windows app is on the latest supported version. For HP/Poly or Logitech devices, check vendor firmware via the respective admin portal or device management console. Outdated firmware is a known cause of erratic sleep behaviour.
Inspect peripheral power management
In Device Manager, select the camera and audio bar, go to Properties → Power Management, and uncheck "Allow the computer to turn off this device to save power." Repeat for all USB-connected peripherals.
In Device Manager, select the camera and audio bar, go to Properties → Power Management, and uncheck "Allow the computer to turn off this device to save power." Repeat for all USB-connected peripherals.
Check display HDMI/USB-C connection
Reseat the cables connecting the compute module to the display. Test with an alternative cable if available. A loose or degraded connection can trigger the device to detect a display-off event and enter sleep.
Reseat the cables connecting the compute module to the display. Test with an alternative cable if available. A loose or degraded connection can trigger the device to detect a display-off event and enter sleep.
Validate Teams Rooms Pro Management or Intune policy
If the device is managed via Teams Rooms Pro Management or Microsoft Intune, check that no policy is deploying a conflicting power profile to the device.
If the device is managed via Teams Rooms Pro Management or Microsoft Intune, check that no policy is deploying a conflicting power profile to the device.
Restart and monitor
Reboot the MTR and observe over the following 24–48 hours. If the issue persists, capture the Windows Event Log (Event Viewer → Windows Logs → System) and filter for Power-related events to identify the trigger.
Reboot the MTR and observe over the following 24–48 hours. If the issue persists, capture the Windows Event Log (Event Viewer → Windows Logs → System) and filter for Power-related events to identify the trigger.
⚠️ Note: Avoid using Group Policy Objects (GPOs) to push power settings to MTR devices unless they are specifically validated for Teams Rooms. Unsupported GPOs can override the MTR power profile and cause unpredictable sleep behaviour.
ℹ️ HP/Poly devices: If the engineer is currently liaising with HP/Poly support, request confirmation of the recommended firmware version and whether any known sleep-related bugs exist in the current build installed on the device.
Escalation
If the above steps do not resolve the issue, escalate with the following information: MTR app version, firmware version, Windows build number, device model, and a copy of the Windows System Event Log exported from the affected period.
How do I manage devices remotely so that I don't need to escalate issues as they happen?
Our SPORTrack platform gives you the ability to remotely monitor and manage all of your devices, across the globe. Check out the SPORTrack platform here.