Help Guide: Solving Common Problems 

Poly TC8/TC10 & Studio X‑Series (X50, X52, X70, X72)

Meeting room systems are meant to “just work”—but sometimes the touch screen or video bar can misbehave.
This guide helps you fix the most common issues quickly.

✅ 1. Your TC8 / TC10 Touch Screen Won’t Connect to the Room System

What you’ll see

• The screen says “Connecting…” for a long time
• The buttons don’t appear
• The screen keeps disconnecting
• Nothing happens when you touch it

Try these steps

1. Restart both devices
   • On the touch screen: press and hold the power icon → Restart
   • On the video bar (X50/X52/X70/X72): turn the power off and back on
2. Make sure the room isn’t in BYOD mode
   Sometimes the touch panel won’t reconnect after someone plugs in a laptop.
   • Tap “Exit BYOD” on the touch panel
   • If you don’t see that option → restart the panel
3. Wait a minute
   The controller may need up to 60 seconds to reconnect normally.

If the panel still won’t connect after this, log a ticket, the IT team may need to update the software.

✅ 2. The TC8 / TC10 Screen Is Blank or Frozen

What you’ll see

• Completely black screen
• Stuck on Poly logo
• Frozen screen that doesn’t respond

Try this

1. Restart the touch panel
   Press and hold the power icon → Restart
2. Check the cable
   • Make sure the network cable is fully clicked in
   • If using USB power, check the cable is firmly connected
3. Be patient during updates
   If the system is updating, the screen may be blank for up to 30 minutes—this is normal.
   Do NOT unplug anything until it finishes.

If the screen is still blank after 30 minutes, log a ticket with Nuway.

✅ 3. No Sound When You Share Your Laptop (HDMI Content Sharing)

What you’ll see

• People can see your presentation
• They can’t hear videos or audio you play

Try this

1. Make sure you plug the HDMI cable into your laptop, not a hub or adapter.
2. Unplug the HDMI cable and plug it back in firmly on both ends.
3. Restart the touch screen (TC8/TC10).
4. Try playing the content again.

Some rooms need a small software update to fix HDMI sound problems—if the steps above don’t work, tell Nuway.

✅ 4. Camera Isn’t Showing Any Video

What you’ll see

• The camera feed stays black
• People can hear you but can’t see the room
• “Camera not available” messages

Try these steps

1. Restart the video bar (turn it off and back on).
2. Check the TV is set to 1080p resolution
   • Some rooms won’t show video if the TV is in 4K mode.
     IT may need to adjust this.
3. Try another meeting app
   • If you’re using Teams, try a Zoom test meeting (or vice‑versa)
   • This helps confirm if it's an app issue
4. Restart the touch panel

If nothing works, IT may need to update the camera software.

✅ 5. Room Screens Don’t Wake Up or Stay Black

What you’ll see

• Meeting room TV stays off
• Touch panel turns on, but the display doesn’t
• Only one of two displays wakes up

Try this

1. Use the TV’s own remote and turn it on manually.
2. Switch to the correct HDMI input.
3. Restart the video bar (X50/X52/X70/X72).
4. Wait 20–30 seconds for the system to “sync.”

If the displays still won’t wake up, IT may need to install a small HDMI adapter that helps the TV and system communicate better.

✅ 6. The System is Stuck in BYOD Mode

What you’ll see

• The system shows your laptop view even after you disconnect
• The room won’t return to Teams/Zoom Room mode

Try this

1. Unplug your laptop
2. On the touch screen, tap:
   Exit BYOD Mode
3. If that option isn’t there → restart the touch screen
4. If still stuck → restart the video bar

This is a common issue, and restarting usually fixes it.

? Quick Checklist (Easy to Remember)

Before calling Nuway, try:

✔ Restart the TC8/TC10

✔ Restart the Studio X device (X50/X52/X70/X72)

✔ Exit BYOD mode

✔ Check HDMI cables

✔ Make sure the TV is turned on

These five steps solve most issues in a few minutes.

? When to Contact Nuway

Please call the IT helpdesk when:

• The touch screen stays blank for more than 30 minutes
• The camera still won’t start after a restart
• The TV refuses to wake up every time
• BYOD mode gets stuck every day
• Meetings fail repeatedly even after trying the steps in this guide