Poly Lens Voyager 2 disconnects all on the time on PC (but not on phone)

[ctviggen]

I have a Poly Lens Voyager 2 that disconnects all on the time on PC (but not on phone).  I get "PC disconnected" then "PC Connected" every so often.  One happened while I was in a Teams meeting, and one just happened while I was writing this message. If I listen to music, the disconnections/connections happen relatively often.

I have a new Windows 11 (Dell) computer with the latest drivers, and the drivers for the headset and USB connector are the latest.

Are there steps I can take to debug this?

[Meghana_10]

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

Thank you for posting your query.

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

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?

1. Could you please try the USB adaptor on a different PC?
2. Could you please connect the headset to the PC and check for any firmware updates on the Poly Lens application and update them if there are any?
3. Could you please restore the headset settings to default on the Poly Lens application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made. 
4. Could you please confirm if the provided USB dongle is connected to the PC? 

Regards,
Meghana

[ctviggen]

Thank you. I will try these.  It might take a while, though.  I'll see how quickly I can do this.

[Meghana_10]

Thank you so much, @ctviggen 

Please let me know once you try the steps so that I can assist you further accordingly.

Regards,
Meghana 

[ctviggen]

1) I cannot connect to another PC, because the error is intermittent.  I was able to listen to music for quite a while on the current computer, without any error.  But then have disconnects and reconnects at other times.

2) I reset everything by removing the USB adaptor, then turning on the headset without the adaptor, removing the headset from my phone, plugging back in the USB adaptor, and reconnecting the headset to the phone.  The software is up to date for the headset and the USB adaptor.  The lens desktop software needs to be updated to 2.1.0, but every time I try to do this, it does not complete.

I have to leave now, but will report back after I can determine whether there is or is not a problem.

[ctviggen]

Well, before I was able to leave, while I was listening to something via the headset from my phone, the PC got disconnected then reconnected.  So, the problem is still there.

The issue is that the disconnection/reconnection happens infrequently. 

[M_Salman]

Thank you for confirmation @ctviggen 

I understand how important this is. If possible, could you please try using a different PC or even your mobile phone to see if the headset is still disconnecting? This will help us isolate the issue and find a solution more quickly. Thank you for your patience.

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

[ctviggen]

Thank you.  I did try this on a different computer, which I use to balance my checkbook.  I listened to my phone while connected to the computer, and the computer was disconnecting a lot.  So, I'll have to contact help.

[ctviggen]

I have figured out what's happening.  If I just have the Voyager 2 connected ONLY to the PC, it seems to work well, with no dropouts.  Once I add my phone, though, the dropouts happen, sometimes a lot.  But I want to be able to access the PC and the phone.

I'm not sure what to do.

[Meghana_10]

Thank you for the information. @ctviggen 

Please try connecting the headset to any other PC and phone and check if the dropout still happens so that we can assist you further accordingly. 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or if it 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!