UC5200 - noise cancellation after update

[Chris_Pika]

At the beginning I must say that I'm everyday user of Voyager series since 2017.

First was Legend and after that first 5200 (in 2020) and now the newest UC5200 with case. 

Older 5200 was a perfect headset. Worked great in every situation - even on stage, with loudspeakers noise cancellation was soo perfect that people could easily hear me. 

But... I bought the new UC5200 about month ago and I shortly realised that noise cancellation is not working properly. People cannot hear me clearly when I'm driving my car or I'm on the noisy street... Or if there are any background noises. So I upgraded new UC5200 to 517 and It's not even close to the noise cancellation which was in previous 5200. People can hear the background noise or my voice is heard like one second it's close to the mic and next second far away from mic - It's not possible to use it during business conversations. 

I was always using my Voyagers with mobile phone only. Since 3 years with Samsung S21. 

What can I do?

[Meghana_10]

Hello @Chris_Pika, and welcome to the HP Poly community.

I am sorry to hear that you are facing this issue with the Poly Voyager 5200 UC. 

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?
1. Could you please try it with a different mobile phone or a PC?
2. Could you please connect the headset to the PC and check for any firmware updates and update them if there are any?
3. Could you please restore the headset settings to default on the Poly Lens application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made. 
4. Could you please connect the provided USB dongle to the PC and check if the issue persists on the PC?

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,
Meghana

[Chris_Pika]

Nope. After reset both headsets are listening more to the surroundongs than my voice. 

1. PC - same

2. No updates

3. Restored 4 times each headset

Can I sent it somewhere to make it work? Or maybe you can send me 513 soft to upload it. Maybe that will change a thing?

[Nick9771]

Active noise cancellation on my poly and Plantronics voyager work fine on iPhone with voice isolation on but doesn’t work with Samsung galaxy x fold 5. Why?

[Meghana_10]

Thank you for the information, @Chris_Pika 

It seems like you have tried almost all the troubleshooting, and it looks like the headset is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Meghana

[Chris_Pika]

I'm not sure about this faulty headset.

I already got new one from Poly but...everything is the same - useless headset. You can hear every sound around me. 

So I dig deeper and deeper and I discovered that Samsung S21 is not turning off the main microphone when headset is connected. 

So I made a wireless setup reset & cache partition reset and ... The same! 

So I bought new S23 and believe me or not - situation is the same! Uc5200 is completely useless. I even bought Jabra U56 and... The same. I entered the safe mode - which kills all the apps and leaves only the Samsung syst active and ... Still the same. Microphone build in the phone is still active even when headset is connected. 

I asked Samsung support about that and they said Plantronics is just not compatible anymore with Samsung... 

I don't know how it is possible. 

Could someone from Plantro explain it clearly? 

[Meghana_10]

Thank you for the information, @Chris_Pika 

Could you please try pairing the headset with any other mobile phone other than Samsung and let me know if the issue persists?

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,
Meghana