POLY VFOCUS2 series - no support for this model?

[10335]

POLY VFOCUS2 series: I am not offered this model when trying to get support.

Headset works perfectly with iPhone... no problems whatsoever, and full functionality.

But on WINDOWS 11, bluetooth headset issues - Win11 sound output doesn't work with headset, it used to work up a few months ago, but now no sound - only got media sound playback a brief moment when selecting the device in old Control panel. Not reproducible reliably now.

System connection and disconnection announcement is heard perfectly in headset but nothing else.

The windows sound meters show activity but nothing comes out the speakers.

All windows settings indicate the device is connected and working.

Also, the device does not appear to be marked with a serial number ... hard to get warranty support when this is required!

Is there a driver update, firmware update, or ???  What am I missing here?

[M_Salman]

Hello @10335, Welcome to the HP Poly Support Community.

Thanks for reaching out regarding your Voyager Focus 2 headset. 

I am sorry to hear you're experiencing issues—I understand how important it is to have your headset working smoothly, especially when it's a key part of your daily workflow. Let’s try a few steps to get things back on track.
 

Here are some recommended troubleshooting steps:
 

1. Update the Firmware: Please make sure your headset’s firmware is up to date using the Poly Lens application on your PC. Firmware updates often fix bugs and improve device performance.

2. Reinstall the Driver (for Windows users)

• Open Device Manager on your PC.
• Locate the Voyager Focus 2 under audio or Bluetooth devices.
• Right-click and select Uninstall device.
• After uninstalling, restart both your computer and the headset.
• Reconnect the headset and check if the issue is resolved.

3. Reset the Headset: Use the Poly Lens application to perform a reset of your Voyager Focus 2 headset. Once reset, test the device again.

Poly lens application download link: HP Poly Lens App – Manage Your Devices and Improve Communication with Ease | HP® Official Site

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[10335]

POLY LENS cannot find device. Device is 'connected to Windows"...

Invisible?

[M_Salman · Accepted solution]

Thank you for your response, @10335.

Sorry to hear that your Voyager Focus 2 headset isn't appearing in the Poly Lens application—I understand this can be a bit inconvenient when you're trying to get everything set up smoothly. Let’s walk through a few steps that can help resolve the issue:
 

• Check the Connection Method
  Ensure the headset is connected to your PC via the BT700 USB adapter. This is the preferred method for reliable performance and device recognition.
• Try a USB Cable Connection
  If the headset still doesn’t show up in Poly Lens, try connecting it directly to your PC using a USB cable. This can often help the application detect the device properly.
• Once Detected
  Once the headset is visible in Poly Lens, you can proceed with the troubleshooting steps shared in the previous post to update firmware, reset the headset, or reinstall drivers if needed.
   

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman


 

[M_Salman]

Hi @10335,

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @10335, I hope this message finds you well. 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[volker94]

Micro USB cable DID THE TRICK. Was able to update the firmware with (win11) LENS after directly connecting headset to computer.😀👍

[M_Salman]

Hi @volker94 
 

Thank you for confirming that the issue with your Voyager Focus 2 headset has been resolved. I'm glad to hear everything is now working as expected

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman