Poly StudioX30 | Controller Disconnected, ethernet is connected.

Dear Bluecoast Admin

Welcome to Microsoft Q&A. I'm Haien from Microsoft Q&A.

I’m sorry to hear that your Poly Studio X30 controller remains disconnected despite following the setup instructions and ensuring an Ethernet connection—it’s frustrating when everything seems connected but still doesn’t work.

To help you further, I hope that you can provide a screenshot of that error whenever it happens again so I can check it for you.  Also, please allow me to ask you a few questions so I can provide to you more suitable solutions:  

• Have you also checked the access rights of the Poly Studio X30 device on your laptop?
• Did you encounter the above problem when you were trying to connect the Poly Studio via USB or Bluetooth?

Based on your description, you did not mention the Controller name, so I will assume that you are using the TC8 Controller as a complete package for the most compatible device when you use the Poly Studio X30. However, please kindly understand that the Poly Studio X30 and Controller are NON - Microsoft products and Microsoft has no control over the device if the error occurs on the connectivity of your laptop manufacturer's system. Therefore, here are some basic troubleshooting steps that you can try to check and fix the problem:  

Step 1: Verify and Reconfigure Network Settings

• Connect a display to the StudioX30's HDMI output > On the display, you should see the StudioX30's main interface > Navigate to Settings > Network (or similar path) > Verify that the StudioX30 has obtained an IP address, Subnet Mask, Default Gateway, and DNS Servers.
  • If it's set to static, ensure the details are correct for your network.
  • If it's DHCP, ensure it received an address. If not, troubleshoot your network's DHCP server.
• Ensure Both Devices are on the Same Subnet/VLAN

Step 2:  Re-Pair the Controller

• Access the Studio X30 web interface by entering its IP address in a browser (find the IP via the device’s display or DHCP server) > Log in with default credentials (username: admin, password: last 6 digits of the serial number) > go to Device Management.
• If the controller shows as "Disconnected" > select Unpair > follow the on-screen instructions to re-pair, it with the same network.
• Restart both devices and test.

Step 3: Update Firmware on Both Devices

• Update StudioX30 Firmware:
  • Access the StudioX30's web interface by typing its IP address into a web browser > Log in as an administrator.
  • Navigate to System > Software Update (or similar) > Check for available updates. If available, download and install them.
• Alternatively, download the firmware from the Poly support website Poly Support | HP® Support for your StudioX30 model and manually upload it via the web interface.
• Update TC8 Firmware (usually updated by the StudioX30):  Typically, once the TC8 is paired, the StudioX30 will automatically push firmware updates to it. Ensure the StudioX30 has the latest firmware first.

Step 4:  Temporarily Disable Firewalls/Security Features on Your Network

Step 5: Factory Reset the StudioX30

• Access the StudioX30's web interface. > Navigate to System > Admin Settings > General Settings > Reset to Factory Defaults (or similar path).
• After the reset, go through the initial setup wizard and pair the controller again.

For additional information, I highly recommend you to physically check your Poly Studio X30 and your Controller with your provider or brand manufacturing's official website: Poly Studio X30 All-In-One Video Bar with TC8 Controller Kit and Poly G7500, Poly Studio X50, and Poly Studio X30 Privacy Guide

WARNING: This will wipe all configurations, including network settings, registered services (Zoom, Teams), and stored data. You will need to reconfigure the device from scratch.

Disclaimer: Please note that This website is not owned by Microsoft. The information on the page seems to be reliable and secure. Keep an eye out for advertisements on the website that can promote items that are commonly categorized as PUPs (Potential Unwanted Products). Before downloading and installing any product that is advertised on the website, do your homework on it.

• If you've already tried these steps and are still encountering issues, please reply to this thread with the requested details so we can investigate further and ensure your subscription is activated properly. Also, please keep me updated with anything new that you were try to each option.
• If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 
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We appreciate your patience and look forward to resolving this quickly for you. 

Warm regards,

Haien - MSFT | Microsoft Q&A Support Specialist 

Dear Bluecoast Admin

Welcome to Microsoft Q&A. I'm Haien from Microsoft Q&A.

May I ask if you have tried my suggestions for your case? I hope you can keep me updated on your issue in the future.

Your satisfaction is Microsoft's priority.

If you've already tried these steps and are still encountering issues, please reply to this thread with the requested details so we can investigate further and ensure your subscription is activated properly. Also, please keep me updated with anything new that you were try to each option.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

We appreciate your patience and look forward to resolving this quickly for you.

Warm regards,

Haien - MSFT | Microsoft Q&A Support Specialist