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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.