Poly BT700 has blue light but Poly Lens says it's not connected

[RichardOakland]

I have a Poly BT700 dongle with a PLT-branded Voyager 5200 (the over-the-ear headset fka Legend). It all worked fine until about a week ago. At that point, the BT700 started acting up where the light on it is blue, the headset reports "PC connected" but none of the PC software sees the device. Poly Lens says that the device is not connected. Here's what I've done to try to fix the problem but none of these have worked:

- Moved the dongle to different USB slots. No change.

- Deleted the device from Poly Lens and then inserted it to add it back in. No change.

- Squeezed in a software download when I first added it back in, after which it immediately went back to "not connected" mode

- Removed the BT700 from my laptop USB ports and inserted an older BT600 with its accompanying headset. That seemed to work fine so the USB ports aren't the problem.

- Tried the headset with my phone as a straightforward bluetooth headset. That also works fine, so there's nothing wrong with the headset.

It seems like the dongle itself has some kind of error. There is no obvious sign of any physical damage. Help!  

Thanks

[M_Salman]

Hi  @RichardOakland, Welcome to Poly HP Support Community.  
 

I understand you're experiencing issues with the BT700. Please follow the troubleshooting steps provided below and test your BT700.

Kindly verify and update the firmware of the headset and BT700 using the poly lens application on the PC.

Please connect the unit to your cell phone, open the Poly Lens mobile app, navigate to headset settings, select reset, and then you will find an option to clear trusted devices.

If still the issue persists, I would request you contact our 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