Mic is not working on phone calls

[Jivak]

Hi Team, I have been using Voyager Free 60 UC USB-c since 5 month. Mic is not working on phone calls. the person on the end could not get any audio whereas I am getting the the other end audio. could you please help. 

[Meghana_10]

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

I am sorry to hear that you are facing issues with the Poly Voyager Free 60 UC.

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

1. Could you please restore the earbud 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.
2. Could you please set the earbud as the default in the sound settings of the PC?
3. Could you please try with any other soft phones and check if the issue persists?

4. Could you please recheck the connections as per the steps provided below?

Connect to the PC:

Plug your USB Bluetooth adapter into your computer to get the best connection, soft phone functionality, and acoustic sound quality through your earbuds. The adapter comes pre-paired with your earbuds. 

1. Put on your earbuds and insert the USB Bluetooth adapter into your laptop or PC.

2. The USB adapter LED flashes and then turns solid to indicate the earbuds are connected to the USB adapter. You hear “PC connected” to indicate the connection has been established. When on a call, the LED on the USB adapter flashes blue. When not on a call, the LED is solid.

3. Load the Poly Lens Desktop App by visiting poly.com/lens. This allows you to customize your earbud behavior through advanced settings and options.

5. Please configure the USB adapter once again according to the steps provided below.

Configure the USB adapter: 

Windows 

1. To configure your Bluetooth USB adapter for streaming media on your PC, go to the Start menu > Control Panel > Sound > Playback tab. Select Poly BT700, set it as the default device, and click OK. 

2. To pause music when you place or receive calls, go to the Start menu > Control Panel > Sound > Communications tab and select the desired parameter. Mac 1 To configure your Bluetooth USB adapter for streaming media on your Mac, go to System Preferences > Sound. On both the Input and Output tabs, select Poly BT700.

6. Ensure that only one soft phone application is opened at a time.
7. For best performance, ensure your earbud system firmware is up-to-date.

Update your Poly device:

Keep your firmware and software up-to-date to improve Poly device performance and add new features. Download the app at poly.com/lens. Update earbuds 

1. To update your earbuds, first open the case to automatically power them on. 

2. Go to the Poly Lens Mobile App on your paired mobile device or the Poly Lens Desktop App on your connected computer. 

3. Select your earbuds from the device list in the Poly Lens App to view available updates. 

4. Click the update button to wirelessly update the earbud firmware or software. 

Update Bluetooth USB adapter:

Note: This device update requires Poly Lens Desktop App downloaded to your computer 

5. With the Poly Lens Desktop App downloaded, plug your Bluetooth USB adapter into your computer. 

6. Select your Bluetooth USB adapter from the device list in the Poly Lens Desktop App to view available updates. 

7. Click the update button to update the Bluetooth USB adapter firmware or software.

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

[Jivak]

Hi Meghana_10,

I tried given solutions still facing issue with the earbud, the person on the other end could not get any audio from my end.  Recently i started using earbud with phone and found this issue. which is persistent. I never expected such major issue in poly. 

Thanks