Poly Voyager 2 USB adapter is paired to 2 headsets accidentally - how to disconnect one

[alansam67]

My Poly USB adapter is connected to 2 headsets.  i can't reset or disconnect them.  It should only be connected to one headset.

[M_Salman]

Hello @alansam67 , Welcome to the HP Poly Support Community.

Thank you for reaching out regarding your Poly device.
 

I’m sorry to hear about the issue you’re experiencing with the USB adaptor. I completely understand how important it is to have your device working seamlessly. To help resolve this, please connect the USB adaptor and open the Poly Lens application. Under the Settings option, check if you can remove the connected device.

If you’re unable to do so, please reset the additional headset and then verify whether the USB adaptor is still paired with another headset.

We truly appreciate your time and patience while we work to get your device functioning perfectly again.

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,

Salman

[alansam67]

I tried thta method.  But for some reason when I click "Clear Trusted Device" on the app, nothing happens.  Any other suggestions?

[M_Salman]

Thank you for your response @alansam67,

Please ensure that both headsets are disconnected before performing the “Clear Trusted Devices” process. You can do this by powering off the headsets and then proceeding with the trusted device clearance.
 

Once that’s completed, kindly confirm if you have also performed a headset reset using the Poly Lens application.
 

I appreciate your patience and cooperation as we work together to get your device functioning smoothly again.

 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,

Salman

[M_Salman]

Hi @alansam67 
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.
 

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

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
Salman

[alansam67]

I think there's a bug in the current Poly Lens Desktop app.  I have the latest version and am even able to update the firmware on the BT 700 USB adapter and the Voyager Focus 2 Series headphones.  But the one thing the software can not do is "Factory Reset" the devices or "Clear Trusted Devices". Those two buttons don't work and so I'm not able to clear "remove" the 2nd Voyager Focus 2 headphones.

Can there be an update on the Poly Lens Desktop app so that those buttons work.

[M_Salman · Accepted solution]

Thank you for your response @alansam67,

Thank you for taking the time to perform the initial troubleshooting steps — we truly appreciate your effort and patience.
 

To help us move closer to a resolution, I kindly request that you try a few additional steps:
 

• Please reinstall the Poly Lens application.
• Test the headset on a different PC to check if you are able to reset the headset or remove the trusted device using the Poly Lens application.
• If possible, connect the headset to a mobile phone and check whether you can reset it using the Poly Lens application.
  
   

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
Salman

[alansam67]

I did the methods you asked for.

Installed Poly Lens app on another PC - still not able to clear trusted device. Clicking on that button does nothing.

Installed Poly Lens app on mobile phone.  Was able to clear trusted device using that method.  App works on phone.  The app on desktop needs to be fixed.

Thank you.

[M_Salman]

@alansam67 
 

 A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Your feed on poly lens desktop will be share to relevant team. 

Thanks again for your confirmation, and we wish you an amazing day ahead!

Regards,

Salman