Bluetooth Poly V5200 Disconnects During All Calls

[Bairkus]

A few weeks ago my Poly V5200 began disconnecting from every call at about 3 seconds. The call screen Bluetooth greenlit icon turns black. I touch the icon, it turns green again, onnection resumes and continues uninterrupted.  I upgraded to Galaxy S25 and problem continues on every call. Restarted/Unpaired/Re-paired - no difference. 

Android 13 on Galaxy S10

Android 15 on Galaxy S25

[Meghana_10 · Accepted solution]

Hello @Bairkus, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager 5200. 

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

To help us get started on resolving your issue, could you please try a few troubleshooting steps provided below so that I can assist you further?

1. Could you please try the headset 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?

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 confirm if the provided USB dongle is connected to the PC?

5. Please reset the sensors and try disabling the sensors.

Reset sensors:
 

● Wearing the headset, tap the Call button to test sensors. A talk time voice alert means sensors are working. A tone or lack of voice prompts means sensors need to be reset.

● To reset the sensors, power on the headset, connect the headset to a USB cable, and plug the cable into your computer's USB port or an AC wall adapter (not included). Then place the headset on a flat, non-metallic surface for more than 10 seconds.

Disable sensors:

● You can disable your headset smart sensors in the Poly Lens app or by using a button press while your headset is idle. Simultaneously press and hold the Call and Mute buttons for 5 seconds. You hear "smart sensors off."

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,
Meghana

[Meghana_10]

Hi there! @Bairkus 

We haven’t heard from you; this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Meghana 

[Bairkus]

Meghana,

    Thank you for you rapid and extensive response!  

     I'm happy to report that my headset is working properly again.  Yeah!   But it was through some other mysterious means besides those you suggested.  Just before I reviewed your post I received a call that went on just fine without the problem recurring.  And I immediately made another call (to relay that information down the chain) and that went on just fine without the problem recurring.  And it hasn't happened since.   --- I will keep your suggestions at hand for the next time the problem recurs, and then follow up again with results.  

      I will note for any other readers I already had performed the operations you listed as #s 1, 2 & 4 without any immediate success, always restarting both devices afterward, too. 

   "Pipes don't leak while the plumber visits."

Many Thanks

Mark

[Meghana_10]

@Bairkus A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Regards,
Meghana