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Manufacturer caseMC-001HP PolyManufacturer investigatingSimulated
TC10 touch controllers don't reconnect after the scheduled restart
Waiting on HP Poly · investigatingchecked just now
- 0Incidents
- 0Offices
- 2Models
- 1Working day to answer
It goes as you, through the HP Poly support portal under contract AG-MFR-POLY, with the evidence and the logs ticked below. Simulated: nothing leaves Keia Atlas, and a real send will still need a person.
- To
- HP Poly · A support case through the HP Poly support portal, under contract AG-MFR-POLY.
- Contract
- AG-MFR-POLY, until 21 Apr 2027 · Support case response: Next working day
- Subject
- TC10 touch controllers don't reconnect after the scheduled restart
- Models
- Poly TC10, Poly Studio X52
- Firmware
- 4.6.1.444241, 4.6.2.460046
A fix on the version 4 line. Aigna can't install version 5, which drops Google Meet (ADV-001).
Sent to HP Poly by Sofia Reyes on 27 Jul 2026.
Why this case
Asked for: A fix on the version 4 line. Aigna can't install version 5, which drops Google Meet (ADV-001).
The manufacturer published it as POLY-TC10-RESTART.
Contract and support
- Contract
- AG-MFR-POLY
- Until
- 21 Apr 2027
- Support case response
- Next working day
- Relationship
- Sofia Reyes
Keystone Service can also swap faulty units under the maintenance contract while the manufacturer looks.
Who decides
Raised by Sofia Reyes; Sofia Reyes follows it up.
Nothing is sent, linked or closed without a person. Every step shows who and when, and Undo is in History.
What each side said
5 entries- SRSofia Reyes 27 Jul, 10:15 · Sent
Sent through the HP Poly support portal under contract AG-MFR-POLY, with the serials, versions and restart times of five touch controllers.
- HPHP Poly 28 Jul, 16:40 · Acknowledged
HP Poly opened case DEMO-HPC-5091734 and asked for system logs from two rooms.
- SRSofia Reyes 30 Jul, 09:00
Sent the logs from two rooms.
- HPHP Poly 18 Sep, 12:00 · Known error published
The 5.0.1 release post lists the fix: the TC10 now reconnects after a scheduled restart.
- SRSofia Reyes 23 Sep, 11:30 · Manufacturer investigating
Asked for the fix on version 4, as version 5 drops Google Meet. HP Poly says it will answer by 15 October.