Poly TC10 Touch Input Failure and Display Scaling Issue Post Windows 11 24H2 Update on Poly MTRoW G9+ Systems

[SteffenBaierUK]

• Poly MTRoW G9+ systems, Windows 11 24H2, MTR App version 5.3.205.0 (this version triggers Windows 11 24H2 update), TC10 software version 6.2

Description:

• Following the deployment of the Windows 11 24H2 update, multiple MTRoW G9+ systems are experiencing critical issues with TC10 touch functionality and display scaling. The TC10 touch input ceases to function, and the display appears significantly oversized and improperly scaled. Additionally, the Front of Room (FoR) display shows a “display disconnected” notice and registers touch inputs incorrectly.

Symptoms:

• TC10 touch input is non-functional.
• TC10 display shows oversized UI elements, not scaled to screen.
• Front Of Room FoR display shows “display disconnected” and receives touch inputs.
• Windows Admin UI shows incorrect display configuration.
• Device Manager lists TC10 as “Unknown Device” instead of “HP Virtual Console”.
  
  
• Rebooting does not resolve the issue.

Workarounds:

• Repair HP Console Control via: Control Panel → Programs and Features → HP Console Control → Change → Repair, followed by a reboot.

Secondary Work around

• If the TC10 is still not working - Go back to the admin side and set the network adapter to DHCP, because it had been changed to manual.  

Third workaround

• If there is an error indicating that the .msi file is missing
  
  
   https://swupdate.lens.poly.com/ZippedModelFirmware/HP_Console_Control/HP.ObiWan.Signed.1.2.0.3928-se...

Additional Notes:

• Issue observed only on systems running MTR App version 5.3.205.0 (required for 24H2 update).
• Systems running MTR App version 5.3.111.0 are not impacted.

Related Service Requests:

• Please contact HP Poly Support and reference PECS-254883