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Poly has joined the HP family! From August 7, 2023, Poly Support contact options will connect you to HP. This portal will be live until November, when we'll move to the HP Customer Support site.

Poly Touch Control

Polycom Touch Control (PTC) and RealPresence Touch (RPT)

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: PTC does not display "Join Me" button for calendared meetings- PTC is paired with HDX7000 v3.1.2 which is registered to customer’s corporate exchange. If PTC is not paired then HDX shows calendaring alert for imminent meeting. If PTC is paired then "Join Me" button does not show and meeting cannot be entered.


Files Needed:  

Touch Controller and attached endpoint software versions

Full Software Version numbers for Touch Controller and the paired endpoint

Touch Controller information packagePackset Capture

The Touch Controller logs are retrievable via a USB stick connected to the PTC or RPT. Select Administration, (login), select Transfer Touch Control Logs to USB Device (located under the Security 'tab' of the PTC). In current Touch Controller software versions, logs are also available Web User Interface by clicking on the “Download Logs” link from the Home screen.

HDX or Group series information packages

Always download the Support Information Package (HDX) or System Log (Group Series) that is paired with the Touch Controller.

HDX: Login in to the web UI of the HDX. Select Diagnostics, System Log, Download Logs, Download Support Information package. Group Series: Login to the web UI. Select Diagnostics, System, Download Logs.

Call Type and Reproduction Steps

Call Type (H.323, SIP, etc.), as well as, call direction and dialstring can narrow down potential causes of an issue. Step-by-Step details can be very helpful.

Date & Time of the incident

In order to analyze the logs correctly, please provide the date and time (with UTC offset) of the issue. If specific IP addresses (or directory entries, etc) were used during test scenarios, please provide this information as well.

Serial Number Location

The serial number is located on the rear of the Touch Controllers themselves.

Please note that the Touch Controllers are not automatically covered by contracts that may cover the paired Video Codecs themselves.

Polycom Touch Control (PTC)

RealPresence Touch (RPT)