Poly Focus2 microphone not working Zoom MacOS

[toddmh70]

I'm connecting my Focus2 to my Macbook 13" (2020 Intel i7 running MacOS Sonoma 14.5) using bluetooth. When using zoom, the speakers in the headset work, but the microphone doesn't pick up sound. I've tested the microphone on the Sound panel in the System Settings and it doesn't pick up any sound.

However, when the Focus2 is connected to my iPhone, the microphone works.

So it seems the microphone on the Focus2 isn't being recognized by MacOS. 

Help articles point to downloading Poly Lens app but it's not available for MacOS. I have it installed on my iPhone and it works. The headset is on the latest firmware (0.0.6503.5058) according to the app.

[Meghana_10]

Hello @toddmh70 Welcome to the HP Poly Support Community. 

I am really sorry for all the trouble caused to you with the Poly Voyager Focus 2 headset.

Could you please follow a few troubleshooting steps and let me know if the issue still persists?

1. Could you please let me know if the USB adapter is connected directly to the PC? Once connected, it shows as BT700 under the sound panel in PC settings. 
2. Could you please remove the USB adapter and connect the headset directly to the PC via the native Bluetooth and check if the issue persists?

3. If the mentioned steps do not help, please install the Poly Lens application and restore the settings to default on the application. Once done, please switch off and switch on the headset so that the changes that are made can be saved.

4. Could you also please try connecting the headset to any other PC to check if the issue persists?
 

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,
Meghana
 

[toddmh70]

Hi Meghana,

I'm using native BT instead of the BT700 adapter. This is the configuration I'm having an issue with.

For #3, I mentioned in my original post, I'm on MacOS. I cannot find the Poly Lens application in the App store. I've used the Lens app on my iPhone to reset the headset to factory settings. I turned the headphones off and on and reconnected to my Macbook. It didn't resolve the issue. Is there a Poly Lens app for MacOS?

For #4, I don't have another MacBook to try this on. I mentioned in my original post, I connect to my iPhone with no issue. It seems it may be related to the way the MacOS recognizes the headset. It seems it's treating the headset as a headphones profile (speakers only) instead of a headset profile (headphone with microphone). Even though the Device Type is showing "Headset" in the Bluetooth screen for the headset. Please note, the Version number in this screen is 0.0.0.  

I'm having another issue with the charging stand. The charging stand has a light showing. But the headset doesn't charge when stored on the charging stand. I have to charge by the micro USB slot directly on the headset. Perhaps there's an issue with this headset and it needs to be replaced.

Please note, this headset is brand new. I just bought it via my corporate procurement so it's not clear how I can exchange it.

Kind regards,

Todd

[Meghana_10]

Thank you so much for the confirmation. @toddmh70 

1. Please connect the USB adapter to the PC and then pair the headset once again by following the instructions provided below. 

Connect to PC Your Bluetooth USB adapter provides the best connection, softphone functionality and acoustic sound quality through your headset. The adapter comes pre-paired with your headset. 

1. Turn on your headset and insert the Bluetooth USB adapter into your laptop or PC. 

2. The USB adapter LED flashes and then turns solid to indicate the headset is connected to the USB adapter. If you are wearing your headset, you hear “PC connected” to indicate the connection has been established. When on a call, the LED on the USB adapter flashes blue. When not on a call, the LED is solid. 

3. Yes, we do have a Poly Lens application for Mac. Load the Poly Lens Desktop App by visiting Poly Lens Device Management App | HP® Official Site. This allows you to customize your headset behavior through advanced settings and options.

Configure USB adapter for streaming media 

Your high-fidelity Bluetooth USB adapter comes ready to take calls. To stream media, configure your Bluetooth USB adapter.

Mac 

1. To configure your Bluetooth USB adapter for streaming media on your Mac, go to System Preferences > Sound. On both the Input and Output tabs, select Poly BT700

Charging Stand issue:

Could you please plug in any other socket and check? Also, if you have any other headset could you please try charging the headset, and check if the issue persists?

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,
Meghana

[toddmh70]

Hi Meghana. I was able to get the microphone working using the BT700 dongle. I was hoping to avoid using the dongle as I'm limited on UBS ports and it's another thing to lose when I travel. Can you submit a bug fix request? The headset should work via bluetooth. The Plantronics headset that's been replaced by the Poly Focus2 didn't have an issue on my Mac.

For the charging stand. I've now plugged the USB-C cable into a high powered didicated power adapator that can charge my laptop. The light on the stand doesn't change. The blue light on the headset that flashes when charging by cable doesn't light up when the headset is charging on the stand.

 

[Meghana_10]

Thank you so much for the information, @toddmh70 

However, the Poly Voyager Focus 2 is recommended to use with the provided BT700 as it enchases all the features of the headset. 

However, due to limited support, 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

Please feel free to contact us here anytime you need any further assistance.

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,
Meghana

Have a great day!

[toddmh70]

Hi Meghana,

I'll reach out to support for the headset issue.

Can you provide any further guidance on the issues with the charging stand?

Kind regards,

Todd

[Meghana_10]

I am really sorry, @toddmh70 It looks like the charging stand is faulty; hence, I request that you contact our technical support team so that they can assist you further. 

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,
Meghana