Issue with Firmware Update on Voyager FOCUS B825 Headset

[xlucax]

I urgently need help. After pressing the "update firmware" button on the Poly Lens app, my Voyager FOCUS B825 headset no longer powers on and is not recognized by the app. I have tried everything: turning it off and on, but nothing works. The headset is brand new, and I upgraded from firmware 500 to 700. Now, Windows recognizes a USB device but doesn't know what it is.

Does anyone know how I can fix this issue? Is there a program to restore the headset's firmware?

Thank you very much for any assistance you can provide!

[xlucax]

add:

The update failed, possibly because of firewall, but when it cancelled out of the update Poly Lens showed the headset as in "Recovery mode." Tried the button to make it go back to standard mode, but nothing worked. Tried the buttons, tried unplugging and inserting the cradle. Tried turning the headset off and off. Finally I used the "remove device" button in Poly Lens in hopes of be able to make it re-appear. Then it disappeared for good.

Not only from Poly Lens on that machine, every other PC I installed Poly Lens on showed nothing when I plugged in the cradle. Device manager reported it was inserted, but showed no audio devices. Didn't find any way to straight factory reset this device. Found some knowledge bases mentioning holding in the mute button for four seconds as you power on. Tried various other button combinations and held them in while powering on, but there's no life sign on the led lights.

[M_Salman]

Hi @xlucax Welcome to Poly HP Support Community.  

Please check if the headset is powering on. If it is, proceed with the following step:

Kindly connect the headset via USB cable to the PC and check if it is reflecting under the poly lens application Kindly reset the headset and update the firmware, or else follow the below steps. 

Install the Plantronics Hub application and connect the Bluetooth adapter to your PC. Within the Plantronics Hub, choose the USB adapter and select 'Pair New Device.' Then, put the headset into pairing mode. Once the headset is paired, try resetting the headset within the settings of the Plantronics Hub.
 

Plantronics hub link: PLANTRONICS HUB FOR WINDOWS/MAC Product Information | HP® Support 

If the headset is not powering on and it was purchased within the last 30 days, please check with the seller for a replacement. Otherwise, if the headset was purchased more than 30 days ago, I recommend contacting HP Support for a replacement if it's under warranty. Our support engineers should be able to assist you. HP Support can be reached through 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,

Salman