Poly 4320 keeps disconnecting during the calls

[AndreaDT75]

I own a Poly 4320 bluetooth. This is a NIGHTMARE of a headset and it's a POLY not a low quality product (theoretically)!

As MULTIPLE people have reported this device RANDOMNLY disconnects from the computer when running calls (teams especially). After a minute or so it reconnects. It's EXTREMELY FRUSTRATING since you're in call with a client and you have to tell them to wait before it reconnects. It's a EXPENSIVE product targeted for business and has such a blatant failure that many people are reporting and no one is fixing it. There are countless posts on the web, even here, and HP is not fixing it?

https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/Poly-Voyager-4320-headsets-Microphone-stopp...
https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/BT700-and-Voyager-4320-reset-Bluetooth-pair...
https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/My-voyager-headset-keeps-disconnecting-mid-...

https://www.reddit.com/r/poly/comments/1fp0zrr/comment/mcjue0k/

also phisical button does not work
https://h30434.www3.hp.com/t5/Bluetooth-Headsets-Earbuds/Poly-Voyger-4320-Physical-mute-button-does-...

I've already tried resetting everything, updating to the latest firmware but nothing works. 

[Meghana_10]

Hello @AndreaDT75, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager 4320 headset.

We're thrilled to have the opportunity to assist you and provide a solution. We are really sorry for the inconvenience caused to you with the headset. We hope our assistance has been helpful! 

To help us get started on resolving your issue, could you please try a few troubleshooting steps provided below so that I can assist you further?

1. Configure USB adapter:

Windows 

1. To configure your Bluetooth USB adapter, go to Start menu > Control Panel > Sound > Playback tab. Select Poly BT700 or Plantronics BT600, set it as the Default Device, and click OK. 

2. To pause music when you place or receive calls, go to Start menu > Control Panel > Sound > Communications tab and select the desired parameter. 

Mac:

1. To configure the Bluetooth USB adapter, go to Apple menu > System Preferences > Sound. On both the Input and Output tabs, select Poly BT700 or Plantronics BT600.

2. Ensure that only one softphone application is opened at a time.

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,

Meghana

[AndreaDT75]

Hi Meghana, thanks for the pre-cooked answer. You seems not having read my message. I don't have a USB adapter, it's a blueetooth device. IT IS set as a predefined device otherwise it won't work AT ALL. So, yes, this has been done already, obviously.

When I am in the office I'm using a cable Jabra, but when I go home I switch on the Poly and it works fine, like every BT device in the world. It just disconnect randomly during calls. Like everyone else in the other threads I linked says.

IT IS A FIRMWARE / SOFTWARE ISSUE since it disconnects when using it via teams or calls. It never happens listening youtube or music.

IT IS A FIRMWARE ISSUE, get in touch with the developers. Some people seems to have it fixed by DOWNGRADING the firmware.

[Meghana_10]

@AndreaDT75, Welcome to the HP Support Community! 

We're here to help you tackle that firmware issue. Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 
Meghana 

[AndreaDT75]

Sorry where

[Meghana_10]

Please check the image attached below to see the blue envelope for private message @AndreaDT75



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,

Meghana

[AndreaDT75]

I received the message. You are providing the link to download the previous version of the firmware but warning that it might brick the device - and mine is not anymore in warranty.
I still don't get why you're not addressing the widespread issue.

Funnily enough I also realize that it seems to never happen on 1:1 calls over teams, but only during group calls.

[AndreaDT75]

For the benefit of everyone's reading this thread: HP *refuses* to acknowledge that the issue is on Poly side. They blame Teams: yes it's true, the issue appears on teams  but there's plenty of indication that the issue is on Poly side since there's plenty of people reporting the same issue with this headset. Teams is up to date and I've tested with other BT headsets with no issues at all.

I'm sorry but this is a complete failure of a BUSINESS-ORIENTED product which costs 140$. 

[Meghana_10]

Thank you so much for the update. @AndreaDT75

Please set your target softphone at Teams by going to Poly Lens Desktop App

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,
Meghana 

[AndreaDT75]

"Please set your target softphone at Teams by going to Poly Lens Desktop App"

sorry what do you mean?