Voyager Focus 2 - Noise Canceling Randomly Turns Off

[dgladden]

Note:  I cannot add my headset to the list of products I own because the system will not accept the serial number.  

Main issue:  The headset will randomly turn off the noise canceling while I'm not on a call.  (I'm wearing headset with noise canceling turned on and not on a call)

When this happens I have to manually flip the noise canceling switch off and then back on again.

[Meghana_10]

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

I am sorry to hear that you are facing this issue with the Poly Voyager Focus 2.

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?

1. Could you please try a headset with a different mobile phone or a PC?
2. 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.
3. Could you please try connecting the BT700 to a different PC?
4. Could you please check for firmware updates and update them in the Poly Lens application?
5. Could you please power drain the headset completely, charge it once again, and switch it on to check if the issue still 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

[dgladden]

1. Could you please try a headset with a different mobile phone or a PC?

    It doesn't matter if headset it connected to computer or phone.  With all connections turned off on the PC and iPhone the headset will still have the noise canceling randomly turn off.

2. 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.

    I used the mobile app on my iPhone to "Restore Defaults" .  This did not fix the issue.  Note:  I will not install the Poly application on my laptop.  Last time I did that the application messed up the mute functionality of my headset and the only way to fix it was to wipe my laptop and reinstall everything from scratch.  I will never install a Poly or Plantronics application on my computer again. (sorry for sounding like an ass but that experience was awful)

3. Could you please try connecting the BT700 to a different PC?

   See notes from #1

4. Could you please check for firmware updates and update them in the Poly Lens application?

   Poly Lens app on iPhone say firmware is 0.0.6503.5058

5. Could you please power drain the headset completely, charge it once again, and switch it on to check if the issue still persists?

    This did not help

[M_Salman]

Thank you for posting your query.

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

Regards,

Salman