Random disconnects Poly Focus 2 with BT700

[japie78]

Around the middle of 2024 my headset (less than a year old at that point) started randomly disconnecting from my PC. It would sometimes automatically reconnect and sometimes I would have to remove the devices via the poly lens application and repair the dongle and headset to get it working again. In some cases I had to uninstall the devices via device manager to get it working again.

In November I replaced my laptop but the problem with the headset disconnecting persisted.

I suspect it was related to the firmware updates and was happy to see the most recent firmware update yesterday but that too did nothing to resolve the problem.

In terms of trouble shooting I have tried all the basics, updating firmware, re-pairing, updated OS and firmware (
BT700 firmware 0.0.112.4724 and headset 0.0.6504.5059).

[M_Salman]

Hi @japie78  Welcome to Poly HP Support Community.  
 

I'm sorry to hear about the issue you're experiencing with your Voyager Focus 2 headset. I understand how important it is for your headset to be working properly, and I'm here to assist you in resolving this matter.
 

Please follow these troubleshooting steps and test the headset:

1. Connect the headset to your PC via USB cable and check for any available firmware updates.
2. Reset or disable the wearing sensor of the headset using the Poly Lens application.
3. Ensure that the headset is set as the default device for both your PC and softphone.
4. If you're using a docking station, please try connecting the BT700 adapter directly to your PC.
5. Reset the headset through the Poly Lens application.

If the issue persists after these steps, I recommend contacting HP Support for further assistance. Our support engineers will be happy to help resolve this for you. You can reach HP Support by clicking the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[japie78]

Like I stated in my original post. I tried all the basic troubleshooting steps, and I was running all the latest firmware. 

So, I managed to get my hands on another BT700 dongle running firmware version 0.0.693.3686. Paired my headset with this dongle and I have not had a single disconnection since.
BTW. I could not downgrade my previous dongle to an older version of the firmware via Poly Lens. It just failed every time.

If I get around to it, I will try upgrading the firmware on the new BT700 to the latest version and report back.

[Kit-Kendrick]

I have been having the exact same issue.  It started about the middle of last year.  I tried every step in the troubleshooting message posted above, including attempting to work with HP support. 

I have come to the conclusion that there is no solution except for putting some money aside to buy a different headset from a different manufacturer.  I hear the Jabra headsets are quite good.

[David_R8]

I have exactly this same issue.
Brand new Poly Voyager Focus 2 headset with a BT700 dongle.
All firmware is up to date.
I cannot find any setting called "wearing sensor" in the Poly Lens app.

[M_Salman]

Thank you for your response @David_R8 

To find the wearing sensor option for your Poly Voyager Focus 2 headset using Poly Lens, follow these steps:
 

1. Open Poly Lens: Launch the Poly Lens application on your PC.
2. Connect Your Headset: Ensure your Voyager Focus 2 headset is connected to your computer via Bluetooth or USB.
3. Select Your Device: In Poly Lens, locate and select your Voyager Focus 2 headset from the list of available devices.
4. Device Settings: Once your headset is selected, navigate to the Settings or Device Settings section.
5. Wearing Sensors: Look for the Wearing Sensors option. This is typically under the Advanced Settings or Audio Settings section.
6. Enable/Disable: You can either enable or disable the wearing sensors here. If you are troubleshooting, you may want to disable the sensors to see if that resolves your issue.

If the issue persists after these steps, I recommend contacting HP Support for further assistance. Our support engineers will be happy to help resolve this for you. You can reach HP Support by clicking the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman