Poly VFree 60 earbuds

[sully113]

Hi, I am only able to connect the Right side of my VFree 60 earbud even though it shows that both sides are connected on the app/ desktop, with battery status high. Tried resetting to factory default and reconnecting- still didnt work. I tried it on Android/ IOS and they apply to both mobile and laptop devices. Software has been updated to latest.   Any possibility that it has died? Any other suggestions to help me verify if it can be resuscitated- thanks!

[Meghana_10]

Hello @sully113, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager Free 60. 

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?

1. Could you please hard reset the Poly Voyager Free 60?

Steps to Hard Reset (Factory Reset): 

• Method 1: Charging Case Button
  1. Place both earbuds into the charging case.
  2. Keep the case lid open.
  3. Press and hold the button located in the charging case for 15 seconds.
  4. The LCD screen will indicate when the factory reset process is occurring.
  5. Wait for the earbuds to restart and enter pairing mode (LEDs will blink 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

[sully113]

Hello @Meghana_10, thank you for your prompt response!

Poly Voyager Free 60 still not working. It did not react the same way as described while going through hard reset.

1. Place both earbuds into the charging case

OK

1. Keep the case lid open 

OK

1. Press and hold the button located in the charging case for 15 seconds.

At first, "tap to unlock" appears on screen, then flickered once before screen going dark and remaining dark through 15secs and beyond. clicking button again would wake screen.

1. The LCD screen will indicate when the factory reset process is occurring.

No response from case, screen remains dark after 15secs. No blinking lights, no indication showing factory reset process is taking place.

1. Wait for the earbuds to restart and enter pairing mode (LEDs will blink red and blue).

Didn't happen at all.

If I could share a video, I would have. Any other suggestions or am I not doing it right?

[Meghana_10]

Thank you for reaching out, @sully113

Thank you for confirming that you have completed all the troubleshooting steps shared in the previous post. We truly appreciate the time and effort you’ve taken to resolve the issue.

Since all the recommended troubleshooting has already been performed and the problem still persists, the next best step would be to contact our HP Support Team for further assistance. If your headset is still under warranty, they will be able to guide you through the warranty claim process and provide the appropriate support.

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

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