--- title: Poly Touch 10 Controller Offline description: Poly Touch Controller offline --- [Skip to content](https://service.spor-group.com/sportal/poly-touch-10-controller-offline#main-content) English - United Kingdom Show submenu for translations [More support](https://service.spor-group.com/sportal/kb-tickets/new?hsLang=en-gb) [Customer Portal](https://service.spor-group.com/tickets?hsLang=en-gb) [![Untitled design (1)](https://service.spor-group.com/hs-fs/hubfs/Untitled%20design%20(1).png?width=80&height=80&name=Untitled%20design%20(1).png)](https://www.wearespor.com/) Open main navigation Close main navigation - English - United Kingdom Show submenu for translations - [More support](https://service.spor-group.com/sportal/kb-tickets/new) - [Customer Portal](https://service.spor-group.com/tickets) - [See Our Pricing](https://app.priceguide.ai/estimator/recGXDMSCiHBft2hE) [See Our Pricing](https://app.priceguide.ai/estimator/recGXDMSCiHBft2hE) How can we help you? - There are no suggestions because the search field is empty. 1. [SPOR Group Knowledge Base](https://service.spor-group.com/sportal?hsLang=en-gb) 2. [Troubleshooting](https://service.spor-group.com/sportal/troubleshooting?hsLang=en-gb) # Poly Touch 10 Controller Offline ## Overview : When a Poly Touch 10 controller appears offline, it typically indicates a loss of communication between the controller and the paired video conferencing system (such as a codec). This guide provides simple Tier 1 steps to identify and resolve the issue before escalating to Tier 2 support.   #### **Common Symptoms** - Touch controller displays “Controller not connected” or remains unresponsive - No meeting controls available on the panel - Controller screen is blank or stuck on loading - Codec is operational but not linked to the controller --- #### **Tier 1 Troubleshooting Steps** ### **1. Check Physical Connections** - Ensure the Ethernet cable is securely connected to the Touch 10 controller - Verify the cable is connected to the correct network switch port or directly to the codec (if applicable) - Check for any visible damage to the cable --- ### **2. Verify Power Status** - Confirm the controller is powered on - If powered via PoE (Power over Ethernet), ensure the switch port is providing power - Try connecting to a different PoE port if available --- ### **3. Restart the Devices** - Reboot the Touch 10 controller by disconnecting and reconnecting the cable - Restart the codec (video system) - Wait a few minutes for both devices to fully boot and reconnect --- ### **4. Check Network Connectivity** - Ensure both the controller and codec are on the same network/VLAN - Confirm the network switch is functioning properly - If possible, test with a known working port --- ### **5. Confirm Pairing Status** - Check whether the controller is still paired with the codec - If unpaired, follow on-screen instructions to re-pair the device - Ensure the correct IP address or pairing method is used --- ### **6. Inspect Controller Display** - Look for any error messages on the Touch 10 screen - Note down any codes or prompts displayed --- ### **7. Swap Test (If Available)** - Connect the controller to another working system (if available) - Alternatively, test another controller on the same setup - This helps identify whether the issue is with the controller or the system --- #### **When to Escalate to Tier 2** Escalate the issue to Tier 2 support if: - All the above steps have been completed with no resolution - The controller remains offline or unresponsive - There are suspected hardware faults (e.g. no power, damaged port) - Network configuration issues require deeper analysis - Firmware or system-level troubleshooting is required --- #### **Information to Provide During Escalation** Please include the following details when escalating: - Room name / location - Device model and serial number - Description of the issue and symptoms observed - Steps already performed - Photos of the setup (if possible) - Any error messages displayed 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.](https://www.spor-group.net/sportrack) - [Setting Up Your Video Conference Rooms](https://service.spor-group.com/sportal/setting-up-your-video-conference-rooms?hsLang=en-gb) - [Troubleshooting](https://service.spor-group.com/sportal/troubleshooting?hsLang=en-gb) - [Podcasts](https://service.spor-group.com/sportal/podcasts?hsLang=en-gb) - [The Problem With AV](https://service.spor-group.com/sportal/the-problem-with-av?hsLang=en-gb) - [Reviews](https://service.spor-group.com/sportal/reviews?hsLang=en-gb) - [How Much Does AV Cost](https://service.spor-group.com/sportal/how-much-does-av-cost?hsLang=en-gb) - [Comparisons](https://service.spor-group.com/sportal/comparisons?hsLang=en-gb) - [Support](https://service.spor-group.com/sportal/support?hsLang=en-gb) - [Room Guides](https://service.spor-group.com/sportal/room-guides?hsLang=en-gb) [![Untitled design (1)](https://service.spor-group.com/hs-fs/hubfs/Untitled%20design%20(1).png?width=100&height=100&name=Untitled%20design%20(1).png "Untitled design (1)")](http://wearespor.com) 2nd Floor Right Suite, Burlington House, Maidenhead, United Kingdom, SL6 1SQ Copyright © 2025, SPOR Group