Poly Voyager 5200 Headset Speaker Not Working

[nick922]

I am using the Voyager 5200 headset I recently purchased. It's connected to my computer via bluetooth. When I take calls through our VOIP phone, the microphone works fine and the other person can hear me. Recently, the speaker has stopped working and I can't hear the other person. I have connected the headset to my laptop and reset it. I did that and it solved the problem, but a few hours later the issue persisted. I've verified the settings in my VOIP app (3CX) have the headset listed as the speaker and microphone. Any ideas?

[Prajwal_10]

Hi Nick,
Welcome to HP Poly community!

Could you please let me know which VoIP phone you are trying to use the headset with and confirm if the headset came with a USB adapter?

[nick922]

I have the headset connected to my Dell laptop and use the app on my laptop for my phone (3CX). The headset did not come with a USB adapter.

[Prajwal_10]

Hi! Thank you for the information.
Please follow the troubleshooting steps:

1. Re-pair and re-pair the headset.

     2. Set the headset as the default audio source in device settings:

• Go to Settings > Accessibility > Touch > Call Audio Routing > Bluetooth headset.

     3. Headset Settings: Smart Sensors:

• Disable smart sensors in headset settings and test.
• Support Video: How to Disable Smart Sensors on your Headset

      4. Reset sensors:

• Wearing the headset, tap the Call button to test sensors. A talk time voice alert means sensors are working. A tone or lack of voice prompts means sensors need to be reset.
• To reset the sensors, power on the headset, connect the headset to a USB cable and plug the cable into your computer's USB port or an AC wall adapter (not included). Then place the headset on a flat, non-metallic surface for more than 10 seconds.
• If you don't have your charging cable available you can also reset your sensors by first turning off the headset, then pressing and holding the Call and Mute buttons simultaneously until the LED turns off. Then put on your headset and turn it on.

       5. Disable sensors

• You can disable your headset smart sensors in Poly Lens App or by using a button press while your headset is idle. Simultaneously press and hold the Call and Mute buttons for 5 seconds. You hear "smart sensors off."

      6. Ensure your headset firmware is up-to-date. 

If you are still facing the same issue, 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://www.hp.com/contacthp/

Regards, 
Prajwal