No Headset Audio with Teams

[mdotswanston]

I've had multiple issues with this model of headset, and as it was supplied by my employer, they replaced the unit (both USB receiver and headset) last week. I was still having issues using the USB receiver, so removed it and connected via the laptop's Bluetooth connection. Everything works except that there is zero audio through the headset when taking via Teams. I get audio when listening to other sources, i.e. the browser, and telling me I have an incoming call, but as soon as I answer that call, the recipients can hear me, but I can't hear them. I have removed all remembered Bluetooth and USB devices from the laptop, reset the headset and re-added it but still get the same issue. Is there something I'm able to do to correct this? It's clear it's something specific about my laptop (work supplied) but i have no idea what! 
Many thanks

Martin

[M_Salman]

Hi @mdotswanston, Welcome to Poly HP Support Community.  

Please follow the troubleshooting steps below and test the headset:

1. Verify and update the headset's firmware using the Poly Lens application on the PC.
2. Ensure the headset is set as the default device on the PC and softphone.
3. Reset the headset using the Poly Lens application.

For optimal performance, Poly recommends using the headset with a Bluetooth adapter, as some features may not function without a USB adapter.
 

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

[mdotswanston]

Hi. I have updated both the USB adapter and the headset firmware, removed and reset the device, none of which have made any difference previously. I have now repeated that but added the USB receiver back in to see if that makes any difference. I will keep you posted. Thanks

[M_Salman]

Thank you for the confirmation.

It seems like you have tried almost all the troubleshooting steps, and it looks like the headset 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

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

[mdotswanston]

I've deleted the device, and then after switching off Bluetooth, re-inserted the USB receiver, and so far today, it appears to be working properly. Thanks anyway

[M_Salman]

Thank you for the confirmation @mdotswanston 

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

[mdotswanston]

Although it does appear to be working, the headset is showing a red light alternating left to right both whilst charging and in use. Poly Lens shows the headset and BT700 both connected and no missing updates. Any suggestions?

[M_Salman]

Thank you for the information, @mdotswanston.

Please attempt to reset the headset once more using the Poly Lens application on the PC and ensure that the headset is set as the default device for both the PC and the softphone.

If the issue still persists, I would request that you contact HP Support, 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

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