Poly Focus 2 remote answer/hangup not working

[dscheive]

I'm attempting to use Poly Focus 2 with Zoom windows app. The remote answer/hangup by pressing the center button on headset does not work.  I've gotten it to work before but it's very inconsistent and today it's not working. How can I troubleshoot this?

I'm using the latest software for poly lens, BT700, Focus 2 and Zoom on Windows 10

[Prajwal_10]

Hi @dscheive!

Welcome to the HP Poly community.

Please follow the troubleshooting steps:

• Verify that the USB adapter is connected directly to the PC. Test different USB ports and avoid hubs or splitters.
• Verify that the USB adapter is in "Talk Mode" (LED Flashing).
• PC Sound Settings

Set the Plantronics device as the default for Playback and Recording under Sounds Control Panel on Windows OS.

     Windows 10:

1. In the search box on the taskbar, type "control panel" and then select Control Panel.
2. Click "Hardware and Sound."
3. Under the Sound tab, click Manage Audio Devices.
4. On the Playback tab, click your headset, and then click the "Set Default" button.
5. On the Recording tab, click your headset, and then click the "Set Default" button.
6. Click OK to save your changes.

    Reset sensors

There are two ways to reset the headset sensors. Choose:

1. With your headset powered on, charge your headset on the charge stand for 10 seconds.
2. Power on your headset while pressing the Mute button for more than 4 seconds until the LEDs flash purple four times, being careful not to touch the ear cup padding or allow it to come into contact with surfaces.

• Disable sensors

You can disable your headset's smart sensors in two ways:

1. Manage sensors in the Poly Lens App.
2. Hold both the Mute and Call buttons for more than 4 seconds until the LED flashes purple, then red. Repeat to reactivate; the LED flashes purple, then blue.

• Ensure your headset firmware is up-to-date.

        Update firmware

• Update your firmware using your computer with the Poly Lens App.
• Download at poly.com/lens
• Go to Poly Lens > Settings > Restore Default
• Test with a different PC setup.

If you are still facing the same issue, 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://www.hp.com/contacthp/

Regards,
Prajwal

[dscheive]

I was able to get it working again by removing poly lens and reinstalling an older version of poly lens. There is an issue with the latest version 1.3.0.600 which is not working with the Poly Focus 2 and Zoom

[Alina11223]

Poly Focus 2 remote or any potential issues related to answering or hanging up calls. However, I can offer some general troubleshooting tips that might help yes click here:

1. Check Batteries: Ensure that the batteries in the remote are functioning properly. Weak or depleted batteries might cause issues with button functionality.

2. Pairing: Make sure that the remote is properly paired with the device it controls. If there's a pairing issue, the remote may not communicate effectively with the device.

3. Compatibility: Confirm that the Poly Focus 2 remote is compatible with the device you are trying to control. Check the user manual or documentation for any specific requirements.

4. Firmware/Software Update: Check if there are any available firmware or software updates for the Poly Focus 2 remote. Updating to the latest version might resolve any bugs or compatibility issues.

[dscheive]

Installing the latest updates is what started this problem so that's not good advice to follow.  I would suggest not updating unless you're experiencing an issue or you may cause an issue. 

[dscheive]

It seems downgrading lens got THAT headset to work but any of the smaller BT700 USB still have this issue with the buttons not working still looking for a solution. 

[ClarkMar]

Having the same issue here since installing new Poly Lens update. Any help is appreciated. Internal calls will be accepted when using the remote answer/hangup button but any external calls the call is declined when pressing the remote answer/hangup button

[Meghana_10]

Hello, @dscheive, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Voyager Focus 2.

Could you please check if you are facing this issue with any other soft phones and also try updating the Zoom application to see if the issue still persists?

Regards,
Meghana

[dscheive]

I don't understand your suggestion, updating the Zoom application is what has caused this issue.

[dscheive · Accepted solution]

Going back to poly version 1.2.0 got zoom phone working again for me. It seems that the older usb dongle works in version 1.3.0 but going to the previous gets it working more consistently.  You can get previous version from https://swupdate.lens.poly.com/lens-desktop-windows/1.2.0/1.2.0/PolyLens-1.2.0.msi