Mic suddenly no longer works - BT600 Voyager UC

[stot1]

I am having the same issue as here: https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/voyager-microphone-not-recognized-anymore/m....  I have updated the firmware via the Poly Lens application.  This headset has worked perfectly 2 weeks ago.  I can see that NO Microphone drivers are installed for this headset.  The mic is basically dead.  The Windows Audio Troubleshooter successfully tests the sound but as soon as it gets to the microphone test, the troubleshooter ends with the error "An unexpected error occurred."  I have uninstalled and reinstalled the BT600 audio devices in Device manager multiple times, including reboots after removal.  I have tried connecting the headset directly to the PC via USB cable.  Nothing is seeming to work. 

After I performed the steps suggested in the link above, including holding the Mute and Play/pause button, the headset says "open mic on" or "open mic off" instead of the usual "mute on" or "mute off".  The Mic still doesn't work at all.  It is disappointing that the person in the link above had to buy a new headset when this problem should have been resolved by the Plantronics team.

Thanks,

Steve

[Meghana_10]

Hello, @stot1, and welcome to the HP Poly community.

Could you please let me know which Voyager device you are using so that I can assist you better?

Regards,
Meghana

[stot1]

Hello Meghana.

The BT600 Device Information shows:

Device Model
BT600
Serial Number
DE0EA79F8E13F5449853711991752D6E
Software Version
2120
Product ID
0x02EE

The Voyager Focus Device Information shows:

Device Model
Voyager Focus
Serial Number
S/NAH4CMV
Software Version
715
Product ID
0x0127

Thank you,

Steve

[Meghana_10]

Hello @stot1, welcome to the HP Poly community.

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

Could you please follow a few troubleshooting steps provided below and let me know if it helps?
1. Could you please try it 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 confirm if the provided USB dongle is connected to the PC?
4. Could you please reset the sensors?
Reset sensors:
You may need to reset the sensors if they are not working as expected. 
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.
• Press and hold both the Mute and Play/pause buttons for more than 4 seconds until the LEDs flash purple twice, being careful to not touch the ear cup padding or allow it to come in contact with surface.
5. Please check for any firmware updates on the Poly Lens application by connecting the headset to the PC and update if there is any.


Regards,
Meghana 

[stot1]

1. Could you please try it with a different mobile phone or a PC? [Reply] - I am able to pair this headset directly to the PC without the dongle through Bluetooth. The Mic works but I lose all mute integration with applications. The mute button and all other buttons on the headset are useless, but the mic works.
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. [reply] - I have performed this a number of times. I just did this again. It initially says, "Battery high, PC connected, Open Mic On." Mic still doesn't work. Device Manager Headset Microphone (Plantronics BT600) Properties, clicking on Driver Details says "No driver files are required or have been loaded for this device".
3. Could you please confirm if the provided USB dongle is connected to the PC? [reply] - confirmed. It changes colors with different actions and blinks. In it's state right after step 2, it was lavender. Then after attempting to use the headset the first time, it is flashing blue. When I press the mute button, it turns Red and says "Mute On". Pressed it again and it says "Mute Off" but the mic still does not work. After docking, the dongle turns red and the headset only has 1 red light on it where it normally shows the multiple green dots while charging.
4. Could you please reset the sensors? [reply] - I have performed this a number of times as well. After reset, it says "Open Mic on/off" when I press the mute button on the Mic boom. Then, after
Reset sensors:
You may need to reset the sensors if they are not working as expected.
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.
• Press and hold both the Mute and Play/pause buttons for more than 4 seconds until the LEDs flash purple twice, being careful to not touch the ear cup padding or allow it to come in contact with surface.
5. Please check for any firmware updates on the Poly Lens application by connecting the headset to the PC and update if there is any. [Reply] - Please see the version information I provided. The Poly Lens application is what updated both devices to the versions provided.

Thank you,

Steve

[stot1]

I believe I have resolution.  I ended up removing ALL  Bluetooth devices for BT600, PLT, Voyager from Bluetooth settings.  I then pressed the button on the USB dongle, which caused it to flash red and blue.  I then paired the headset to it again.  Now the Mic is working with applications.  When I am not on a call, pressing the Mute button now says "Open Mic on/off" instead of "Mute On/Off".  However, when I am in an application like Teams or Zoom, it says "Mute On/Off".  This must be due to the software updates that Poly Lens installed.  Removing all Bluetooth device references to the dongle/headset, then pressing the reset button on the dongle appears to have fixed my problem.

Thank you,

Steve

[Meghana_10]

Thank you so much for the update. @stot1 

Regards,
Meghana

[Elmor]

I removed all the Poly/BT600 devices via Device Manager from the section 'Audio inputs and outputs' but it worked only after I selected the 'Show hidden devices' in View menu of Device Manager and then removed really all of them.

I am not sure if the re-pairing of BT600 with the headset is needed as it seemed an issue with just the BT600, but I did that anyway and it all came back to normal now.

Thanks Stot1 🙂