Microphone not working after last Microsoft Teams upgrade

[LuisCis]

Hi everyone,

Since the last upgrade of Microsoft Teams, my Voyager UC microphone stopped working, only the speaker is fine but the microphone is not detected any more.

I updated the SW through poly lens to the latest version but still not working, reconnected the usb dongle, the base, etc. 

Anyone has gone through same issues?

Thanks a lot on advance

Software Version:

715

Serial Number:

S/NAAPUUM

PID:

0x0127

Software Components:

Bluetooth and USB version 715

[Meghana_10]

Hello, @LuisCis, and 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 mentioned below and let us know if the issue persists?
1. Could you please try a headset 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 try connecting the BT700 to a different PC?
4. Could you please power drain the headset completely, charge it once again, and switch it on to check if the issue still persists?

Regards,
Meghana

[LuisCis]

Thanks a lot for that,

I have tried to connect to a different device (ipad) and microphone is detected and it works

I have connected to the poly lens application, ensure the latest sw, I have restored the headset setting to default and switched on/off. 

The only thing I haven't tried yet is to drain the battery but if the microphone is working with another device I don't think it should be the cause.

I have checked in the Windows Device manager that the microphone is not detected, only the headset. So I have tried to remove the device, restart the laptop, and discover the device again but microphone still not detected. 

So what I can see is the issue is only in Windows which does not detect the Microphone, while earphone (plantronics BT600) is detected and works perfectly fine

Thanks again!

[LuisCis]

Hi again, and one further update

I have tried to connect the device directly via bluetooth to the PC without the dongle and it works, the microphone is detected. There is the downside of the voice quality, but it probes that the Voyager UC Focus is working fine. So there are actually two options:

- There is something wrong with the HW of the USB dongle (strange all of a sudden after a Windows update) or 

- There is something wrong with the driver of the dongle / firmware, with the latest Windows 10 Enterprise version received, which recognizes only the headset earphones but not the microphone

Thanks!

[Meghana_10]

Thank you so much for the update. @LuisCis 

It seems like you have tried almost all the troubleshooting, and it looks like the dongle is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

Regards,

Meghana