Can't Clear Trusted Devices

[cchenault]

My Voyager Focus 2 headset keeps automatically connecting to my coworker’s device instead of staying paired to my own base. We’ve already tried clearing trusted devices on both headsets and setting each of us to different channels, but the issue still persists. Re-pairing my headset to my base only works temporarily—after a short period of normal use, it starts connecting to my coworker’s system again. We’re looking for a more permanent fix or guidance on preventing cross-pairing.

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly Voyager Focus 2.

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. Clear the devices connected to your headset. 

This option removes all connected devices, including computers, mobile phones, or USB adapters from your headset or speakerphone's memory.

The Clear Trusted Devices only displays if it’s applicable for your device. Headsets with old software may not support this feature.

Procedure

1. Connect your device to your computer and select the device from the list in the left sidebar.
2. Select Settings.
3. Select Settings > Reset Device.
4. Select Clear Devices.

2. Remove the unused devices from Poly Lens Web App when you no longer need them.

Note:

You can only remove a device when the device is disconnected, and the device status is "Not Connected".

Procedure

1. Launch Poly Lens Desktop.
2. Select the device from the list in the left sidebar.
3. Go to the right bottom corner of the device Overview page and select More > Delete Device.

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

[cchenault]

Sorry but, following these setps did NOT resolve the issue. 

[Meghana_10]

Thank you for your response @cchenault 

We are really sorry for the inconvenience caused to you with the Poly Voyager Focus 2. 

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

There are two ways to reset the headset sensors. Choose: 
 

• With your headset powered on, charge your headset on the charge stand for 10 seconds 

• Power on your headset while pressing the Mute button for more than 4 seconds until the LEDs flash purple 4 times, being careful to not touch the ear cup padding or allow it to come in contact with surfaces.

Disable sensors 

You can disable your headset smart sensors 2 ways: 

• Manage sensors in Poly Lens App 

• Hold both the Mute and Call buttons for more than 4 seconds until the LED flashes purple then red. Repeat to reactivate; the LED flashes purple then blue.

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! @cchenault 

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 

[Meghana_10]

Hi @cchenault, I hope this message finds you well. 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Meghana

[Jools247]

I want to confirm as of today, 18th Dec 2025.

Poly Lens for Windows v2.3.1.4673

- Poly Sync 20-M (2 of them USB-A and USB-C version) do not show  "Clear trusted device list" under factory reset option.

- Poly Voyager Focus 2 do show "Clear trusted device list" under factory reset option.

In order to "Clear trusted device list" for the Poly Sync 20-M, I had to use Plantronic Hub v3.22.0 | Build 32743.  This has been tested and verified by myself.

Poly Lens Web App will show "Clear devices" under factory reset, but the blue button doesn't perform any action for Poly Sync 20s.

Please fix both Poly Lens.

[Meghana_10]

Thank you so much for your response. @Jools247 

Please let us know if the issue is resolved using the Plantronics Hub application for the Poly Sync 20 Speakerphone. 

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! @Jools247 

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 

[Meghana_10]

H @cchenaulti, I hope this message finds you well. 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Meghana