Poly Voyager Focus2 mic button not working

[Ignacio_Nava]

Hi, I have the Poly Voyager Focus2 and the mic button has recently stopped working, I mainly use the headset with Microsoft Teams and the mic icon is not toggling when I press the mic button, the issue is present only when the boom is fully down, but if I move the boom half way position and I press the button it works. I've already tried it paired with the USB dongle and Bluetooth and the issue is still present, I also tried it with my cellphone and the issue remains. It's worth mentioning that I did a full reset of the headset, updated the firmware and followed all the information I found on different threads. I'd really appreciate your help. I've ordered another headset just to confirm this is not a hardware issue. Thanks!

[M_Salman]

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

I’m sorry to hear that you’re experiencing issues with your Voyager Focus 2 headset. I understand how important it is to have your headset working reliably, and I appreciate you bringing this to our attention. I’m here to help you get this resolved as quickly as possible.
 

Based on your description, the issue may be related to the hardware. However, before we proceed further, I kindly request you to try the following troubleshooting steps:
 

• Please verify and update the headset firmware using the HP Poly Studio application.
• Ensure that the headset is set as the default audio device on your PC as well as within your softphone application.
• Disable or reset the headset wearing sensors.
• Perform a full reset of the headset using the HP Poly Studio application.
• If possible, test the headset on a different PC to help isolate the issue.
   

Once you’ve completed these steps, please let me know the results so I can assist you further.
 

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

[Ignacio_Nava]

Hi, 

I've already tried all the scenarios provided; I even ordered a new Poly Voyager Focus2 headset to make a comparison, and the new one is working perfect, which confirms there's a real hardware issue with my old headset. What to do in this case?

Thanks

[M_Salman]

Thank you for your response. @Ignacio_Nava,

It seems like you have tried almost all the troubleshooting steps, and it looks like the headset have harware issue. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

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