Poly - Voyager Focus 2 - Service Connection lost, retrying connection... for over a month

[art170]

When I used the Poly software, I never had any problems with using my headset. I had to download the "new" hp poly software, and it has never worked with my Mac OS [Tahoe 26.3]. This device has worked perfectly until this switch. Please help me get this software to work.

None of the icons on the left vertical column are clickable. I have an account with poly which the software recognizes but the HP website does not.

There are no hints as to why the "Service connection" is no longer working. How do I get my headset to work again?

[M_Salman]

Hello @art170, welcome to the HP Poly Support Community.

Thank you for reaching out regarding your Poly device.
 

I’m sorry to hear that you’re experiencing issues with your Poly Voyager Focus 2. I understand how important it is for your headset to function reliably, I appreciate the opportunity to assist you.
 

To help resolve the issue, I kindly recommend reviewing the following steps:
 

1. Verify System Requirements
   Please confirm that your macOS version (Tahoe 26.3) is fully compatible with the HP Poly software. I recommend checking the official HP Inc. website or the software documentation for detailed system requirements and any noted compatibility limitations.
2. Update the Software
   Ensure that you are running the latest version of the HP Poly software. Software updates often include important fixes, performance improvements, and compatibility enhancements that may resolve the issue.
3. Reinstall the Application
   If the issue persists, please uninstall the HP Poly software completely and then reinstall the most recent version downloaded directly from the official HP website. A clean reinstallation can often correct underlying software conflicts.
4. Check macOS Permissions
   Please verify that the software has all necessary permissions enabled within your Mac’s Security & Privacy settings. In particular, confirm that access to the microphone and other required input devices has been granted.
    

If the issue continues after completing these steps, please let me know. I’ll be happy to further investigate and assist you until we reach a resolution.

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

[PC-ENgineer]

I'm getting the same error on my win11 pro system. Poly studio worked fine, but then it did an update and now this message is all I get. are you guys fixing this software?

[M_Salman]

Thank you for your response. @PC-ENgineer,

If you have performed above troubleshooting steps, then It looks like this may need direct support from our technical team. I encourage you to contact HP Support, where our engineers can take a closer look and help sort it out. You’ll find the contact link below.
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,

Salman

[no-one-too]

Hi Art170,

For me, I had to run the `desktopUninstall.sh` script.  Once this cleaned up everything, I installed the new app again and it then worked.  So it didn't like the remnants of the old app sitting around, it looks like.

[Meghana_10]

Thank you for your response @art170 

Thank you for the confirmation. We’re glad to hear that the issue has been resolved successfully.

If you need any further assistance in the future, please feel free to reach out to us anytime.

Take care and have an amazing day!