Poly Surround 85 powers on but wont go into pairing mode or connect

[Caribulou]

We have nothing but problems with our poly headsets frankly we are getting ready to say screw it and buy a different brand. The sound quality is horrible and they always lose connection. The current issue is my poly surround 85 headset was working with my PC now it wont even connect. Half the time when you turn it on it doesnt even say powered on. if you press the bluetooth button a couple of times it will say power on battery full. I have tried multiple times to put it back in pairing mode and it will not go into it. no matter how long you hold the pairing button it will do nothing. Not even the USB adapter will connect to it. I am responsible for our head set purchases and these 300 headsets we bought are al trash. 

[Meghana_10]

Hello @Caribulou Welcome to the HP Poly Support Community. 

Thank you for posting your query.

I sincerely apologize for the inconvenience this has caused with the Poly Voyager Surround 85 UC. 

Could you please follow the troubleshooting steps provided below and let me know if it resolves the issue?

1. Update your Poly device:

> Keep your firmware and software up to date to improve performance and add new features to your Poly device. 
> Update your device using the Poly Lens App. 
> Download at hp.com/lens-app

2. Reset Sensors:
 

Please reset the sensors of the headset by connecting the headset to the PC by going to the Poly Lens application.

3. Reset the Headset:

Please restore the earbud 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.

Connect the headset: Ensure your Poly Voyager Surround 85 is connected to your computer via USB.
 

1. Open Poly Lens: Launch the Poly Lens Desktop app.
2. Navigate to Settings: In the Poly Lens app, locate and select "Settings."
3. Select Reset Device: Find and choose the "Reset Device" option.
4. Choose Restore Defaults: Select "Restore Defaults" and confirm the action.
5. Optional: Unplug and Power Off: If the device is connected via USB, unplug it and power it off to ensure the new settings take effect.
    

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

[Meghana_10]

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

Thank you for posting your query.

I am really sorry for the trouble caused to you with the Poly Surround 85.

Please know that I’ve shared your feedback with the relevant team and have requested that they look into this and come up with a future update or explore alternative solutions that meet the requirements. 

However, please follow the troubleshooting steps provided if there is any issue with the headset.

1. Power Drain—Please drain the battery of the headset completely and charge the headset once again to 100. 

2. Use the provided USB-C cable to charge the headset.
3. Poly Lens—Please check for any firmware updates and update the headset. 

In case of further assistance, I request that you contact our technical support at the provided link below. 

https://support.hp.com/us-en/poly

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

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