Poly Lens Software Pair New Device Button does not do anything (BT700)

[JarrodGM]

The pair new device function does nothing when clicked on the Poly Studio software. Both the headset and adapter were updated but I am trying to link a headset to a new adapter as the original adapter for the headset has gone missing.

Please help. I am trying to pair the Voyager 4320 Series with it.

[Meghana_10]

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

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

We're thrilled to have the opportunity to assist you and provide a solution. 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?

Pair BT700 USB adapter again:

Typically, your USB Bluetooth adapter is pre-paired to your Poly audio device. In the event that your adapter is disconnected or bought separately, you will need to pair the adapter to your Poly device. 

Your USB adapter requires HP Poly Studio Desktop to pair to a Poly audio device. 

Download: HP Poly Studio App – Manage Your Devices and Improve Communication with Ease | HP® Official Site

1. Insert the high-fidelity Bluetooth USB adapter into your laptop or computer and wait for your computer to recognize it.

2. Put your Poly audio device in pair mode. 

3. Launch HP Poly Studio Desktop and navigate to Poly BT700. 

4. Put your Bluetooth USB adapter into pair mode by selecting "Pair new device" on the adapter's main page or overflow menu. Your adapter flashes red and blue. Pairing is successful when you hear "pairing successful" and "PC connected" and the Bluetooth USB adapter LED is solid.

Pair mode:

Put your headset in pair mode to connect to a new device or to pair again. 

• Slide and hold the headset Power switch away from the off position until the LEDs flash red and blue.

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

[JarrodGM]

Hi Meghana, the pair new device button on the Poly Studio app does nothing, it's a clickable button that has no feedback.

Although putting it into pairing mode just on the headset itself worked, but I am confused what the point of the button is when it has no feedback and seems to do nothing inside the app.

[Meghana_10]

Thank you so much for your response @JarrodGM 

Could you please uninstall and reinstall the HP Poly Studio Application once and connect the headset to the PC and check if the option provided to you is clickable?

Also, if you can try the application on a different PC or a mobile phone, it would be helpful for us to isolate the issue.

However, we are happy to know that the device is paired and is working.

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 

[JarrodGM]

I used the poly lens app on three different pc's in our company, and reinstalled it. The button still does nothing, it's even referenced back here:  Poly Lens Software Pair New Device Button does not function ... - HP Support Community - 9037658

[Meghana_10]

Thank you so much for the update @JarrodGM 

Please know that I’ve shared your feedback with the relevant team and have requested them to look into this with priority. 
However, as the headset is connected to the new BT700 and is working correctly we request that you continue using it and let us know if you face any other issue with the headset.

Once again, I genuinely apologize for the issue you're facing, and I appreciate your patience and understanding.

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