USB Port is Not Connected

[Hala111]

Hello all, i have faced an issue regarding my new Poly Voyager Focus 2 headset. It seems that the USB port that came with it is not connected to the headphone. I know the USB works because it lights up and my laptop makes the connection sound.

I tried to connect it by using " Poly Lens Desktop ", but the port doesn't show up there.

If someone faced the same issue and solved it please let me know !

[Meghana_10]

Hello @Hala111, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Voyager Focus 2.

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 the steps provided below so that I can assist you further?

Connect and pair

Connect to PC:

Your Bluetooth USB adapter provides the best connection, softphone functionality and acoustic sound quality through your headset. The adapter comes pre-paired to your headset. 

1. Turn on your headset and insert the Bluetooth USB adapter into your laptop or PC.

2. The USB adapter LED flashes and then turns solid to indicate the headset is connected to the USB adapter. If you are wearing your headset you hear “PC connected” to indicate the connection has been established. When on a call, the LED on the USB adapter flashes blue. When not on a call the LED is solid.

3. Load Poly Lens Desktop App by visiting the link HP Poly Lens App – Manage Your Devices and Improve Communication with Ease | HP® India This allows you to customize your headset behavior through advanced settings and options.

Configure USB adapter for streaming media

Your high-fidelity Bluetooth USB adapter comes ready to take calls. To stream media, configure your Bluetooth USB adapter. 

Windows:

1. To configure your Bluetooth USB adapter for streaming media in your PC, go to Start menu > Control Panel > Sound > Playback tab. Select Poly BT700 set it as the Default Device and click OK. 

2. To pause music when you place or receive calls, go to Start menu > Control Panel > Sound > Communications tab and select the desired parameter. 

Mac:

1. To configure your Bluetooth USB adapter for streaming media on your Mac, go to System Preferences > Sound. On both the Input and Output tabs, select Poly BT700.
 

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

[Hala111]

The USB port doesn't show up in under the Playback tap

[Meghana_10]

Thank you so much for your response. @Hala111

Could you please try a few more troubleshooting steps to resolve the issue?

1. Could you please try connecting the headset to a different PC? Please connect the USB adapter directly to the PC not to any docking station.
2. Please try connecting the headset to a mobile phone and check if the headset is working fine.
3. Also please connect the headset to the native Bluetooth of the PC so that we can check the issue.
 

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

[Hala111]

1 - I tried to connect it to a different PCs (directly & through dock stations) still doesn't work.

2 - the headphone is working fine.

3 - i connected it, but my workstation does not have Bluetooth, so I need to use the adapter.

[Meghana_10]

@Hala111 
 

We're here to help you tackle that hardware failure/malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 
Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 
Meghana 

[Meghana_10]

@Hala111 Thanks for your response! We apologize for the inconvenience, but it seems the issue is still holding on tight. Don't worry, we're not giving up yet! 
 
However, if the headset purchased is under 30 days of purchase, we request that you contact the seller for the replacement. 

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care and have an amazing day! 

Regards, 
Meghana 

[Hala111]

The private message link does not work. 

The headphones were purchased this year