Polystudio doesn't recognize my Voyager headset

[sallyjean_1]

I'm trying to update my Voyager model POTE16 headset but Polystudio for Windows doesn't recognize it. I installed Polystudio five minutes ago, so it should be the newest version. The headset is turned on and the blue light is blinking but Polystudio ignores it. I would appreciate any help. 

Thank you. 

[Meghana_10]

Hello @sallyjean_1, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager 5200. 

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

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?

1. Could you please try the headset with a different mobile phone or a PC?

2. Could you please connect the headset to the PC and check for any firmware updates and update them?

3. Could you please restore the headset settings to default on the HP Poly Studio application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made. 

4. Could you please confirm if the provided USB dongle is connected to the PC?

5. Please reset the sensors and try disabling the sensors.

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.

Disable sensors:

● You can disable your headset smart sensors in the 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."

Take care and have an amazing day! 

[WDitters]

This has been the case for ages now. Upon first installation of the Poly Studio, the Voyager Legend 50 and BT700 are recognized fine and can be updated. Once you reboot your system and restart Poly Studio all connected Poly headsets and dongles go missing. The only solution is to de-install Poly Studio from Windows, reboot and reinstall. This brings back the connection to the connected Poly devices,  but only once because ater the next reboot all devicess go missing again. 

Th instructions above by HP are useless as they do not solve tihis issue. On all other devices (iPhone, Android phone) the Poly devices work fine, are always recognized and can be software updated .. It's in Windows only that this doesn't work ...

[Meghana_10]

Hello @WDitters, 

Thank you for sharing your experience and the detailed observations.
 

Based on the behavior you've described, the issue does not appear to be related to the headset itself, since the Voyager Legend 50 and BT700 are recognized correctly after a fresh Poly Studio installation and continue to function normally on iPhone and Android devices. The fact that the devices disappear from Poly Studio after a Windows reboot points more toward a Windows service, driver, or application communication issue rather than a problem with the headset hardware.
 

1. Verify Poly Studio Services

• Press Windows + R, type services.msc, and press Enter.
• Check that all Poly-related services are running and set to Automatic.
• Restart any Poly services that are stopped.

2. Check BT700 Detection in Device Manager

• Connect the BT700 adapter directly to the PC.
• Open Device Manager.
• Expand Bluetooth, Sound, Video and Game Controllers, and Universal Serial Bus Controllers.
• Confirm the BT700 appears without warning symbols.

3. Disable USB Power Management

Windows may be suspending the BT700 after reboot.

• Open Device Manager.
• Open the properties for the BT700 and USB Root Hub devices.
• Under Power Management, uncheck:
  • Allow the computer to turn off this device to save power.

4. Perform a Clean Reinstallation

1. Uninstall Poly Studio.
2. Remove the BT700 from Device Manager.
3. Restart the PC.
4. Install the latest Poly Studio version.
5. Reconnect the BT700 and allow Windows to complete driver installation.

5. Test with a New Windows User Profile

Create a temporary local Windows user account and install Poly Studio there. This helps determine whether the issue is related to the Windows profile or system-wide configuration.
 

6. Check Windows Event Viewer

After a reboot where the devices disappear:

• Open Event Viewer.
• Review Application and System logs for Poly Studio, BT700, USB, or Bluetooth-related errors.

Since:

• Multiple Poly devices are affected.
• The issue returns after reboot.
• Reinstalling Poly Studio temporarily restores functionality.
• Mobile devices are unaffected.

The behavior suggests a Windows software, service, or driver interaction rather than a headset or BT700 hardware fault.
 

Could you please let us know:

• Your Windows version and build number.
• The Poly Studio version currently installed.
• Whether the BT700 still appears in Device Manager when Poly Studio no longer detects the headset.

Have a great day!

[WDitters]

1. Verify Poly Studio Services

• Done. No change

2. Check BT700 Detection in Device Manager

• Done. BT700 appears, No warning signals.
• BT700 visible and functioning for Windows audio. Still invisible from Poly Hub

3. Disable USB Power Management

• Done. No change.
• Note: BT700 offers no possibility to activate.disable power management
• BT700 visible and functioning for Windows audio. Still invisible from Poly Hub

4. Perform a Clean Reinstallation

• Done. No change

5. Test with a New Windows User Profile

• Done. No change 

6. Check Windows Event Viewer

After a reboot where the devices disappear:

• Done. No errors
   

Could you please let us know:

• Various builds tested on insider 26300.8935 and public 26200.8875 / 26100.8875
• Poly Studio version 5.1.0.1111 and previous build
• BT700 always appeared in Device Manager even though Poly Studio no longer detected the headset. BT700 and Legend50 are perfectly visible and usable even when Poly Studio refuses to see them
• Machine is HP Elitebook Ultra 14 AI Gen PC w/factory install

[WDitters]

Update. In a W11 ARM VM under Parallels the issue does not occur ... Poly Studio remains fully functional. It must be said however that this is a clean windows 11 install with a bare minimum of software

[Meghana_10]

Thank you for the detailed follow-up and for taking the time to perform all the requested tests. @WDitters 
 

Since the headsets and BT700 adapter remain operational within Windows, and the problem is limited to device detection within Poly Studio, this further indicates that the issue is not related to the headset hardware itself. The evidence points toward a Windows-specific software interaction affecting communication between Poly Studio and the Poly device services.
 

The additional observation that Poly Studio temporarily regains functionality after a reinstall but loses device visibility following a reboot is particularly helpful and suggests that a background service, application dependency, or Windows environment change may be interfering with Poly Studio's device discovery process after startup.
 

We appreciate the extensive troubleshooting and detailed information you have provided. We will forward these findings to the relevant team for further review and investigation.

Have a great day!

[WDitters]

Feel free to contact me directly if anything needs to be tested/checked. 

[Meghana_10]

Thank you so much for the response @WDitters 

We will keep you posted or you can check the HP Poly page for any further information.

Have a great day!