Polycom Voyager

[nlee89]

Hello we have about 100 Polycom voyager 4320 headsets and the past couple of days we have noticed about 15 headsets would disconnect or loose the microphone during meetings, some docs show as usb unrecognized, and some loose connection to the pc altogether and you have to re-pair. Since this is happening with a few headsets all at the same time I figured I would reach out here and see if there was any known issues or windows 11 updates etc 

Thanks,

[Meghana_10]

Hello @nlee89, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager 4320. 

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?

When experiencing disconnection or microphone issues with multiple Polycom Voyager 4320 headsets, it could be due to a variety of reasons, such as software updates, driver issues, or Bluetooth connection problems. Here are some steps you can follow to troubleshoot and resolve these issues:
 

Check for Windows 11 Updates:

• Ensure that all PCs are running the latest version of Windows 11, as updates might address known compatibility issues.
• Navigate to Settings > Update & Security > Windows Update and check for any pending updates.

Update Headset Drivers:

• Make sure that the drivers for the Polycom Voyager 4320 are up to date. Visit the Poly website for the latest drivers.
• Connect the headsets and check for any firmware updates using the Poly Lens Desktop application.

USB Connection Issues:

• For headsets showing as "USB Unrecognized," try using a different USB port or a different USB cable.
• Disconnect and reconnect the USB dongle and ensure it is securely connected.

Re-pair the Headsets:

• For headsets losing connection, try re-pairing them to the PC. In some cases, this can resolve intermittent connectivity issues.
• Ensure the Bluetooth is enabled on both the PC and the headset is in pairing mode.

Check for Interference:

• Assess the environment for sources of interference such as other Bluetooth devices, Wi-Fi routers, and electronic devices.
• Place the USB dongle in a USB port that is not adjacent to ports that might be causing interference (such as adjacent to the Wi-Fi card).

Bluetooth Settings:

• Make sure Bluetooth settings on the PC are properly configured. You can check this under Settings > Devices > Bluetooth & other devices.

Reset the Headsets:

• Resetting the headsets to factory settings can sometimes help resolve ongoing connectivity and performance issues.

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

[Meghana_10]

Hi there! @nlee89

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,
Meghana 

[Meghana_10]

Hi @nlee89, I hope this message finds you well. 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Meghana