VSurround 85 does not turn off

[RuslanKZ]

I’m experiencing an issue with my VSurround 85 headphones.

When I switch the power toggle to the "Off" position, I hear the voice prompt "Power off", but the headphones do not actually power down — they remain active and connected.

Software Version: 233.916.0.5049

Connection type: direct Bluetooth connection (no dongle used).

Please advise on how to resolve this — whether a firmware update or service action is needed.

Thank you.

[M_Salman]

Hi @RuslanKZ, Welcome to Poly HP Support Community.  
 
I'm sorry to hear that you're experiencing issues with your Voyager Surround 85 headset. I completely understand how important it is to have a reliable and fully functioning headset, especially for your daily needs. Let's try a few troubleshooting steps that may help resolve the issue:
 

1. Please check for any available firmware updates for your headset via the Poly Lens app and install them if needed.
2. Fully drain the headset’s battery, then recharge it completely before testing it again.
3. Try performing a factory reset of the headset using the Poly Lens app on your PC.
4. If you’re using the headset with a PC, we strongly recommend using the USB adapter provided. This helps ensure optimal audio quality and enables all features to work as intended.
    

If the issue continues despite these steps, I kindly suggest reaching out to HP Support for further assistance. Our Support Engineers will be happy to help and, if necessary, guide you through the replacement process. You can contact them directly via 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

[RuslanKZ]

Hi Salman,

Thank you for your prompt reply and support. I’ve followed all the suggested steps, but unfortunately the issue still persists.

* My headset is already updated to the latest firmware.
* I’ve performed a factory reset twice — it did not make any difference.
* I also connected the USB dongle, updated its firmware, and have been using the headset with it ever since — again, no improvement.

I would appreciate it if you could advise on the next steps.

Best regards,
Ruslan

[M_Salman]

Thank you for your response, @RuslanKZ.

I'm sorry to hear that the issue is still persisting. It sounds like you've already tried most of the recommended troubleshooting steps, and based on that, it’s possible the headset may be faulty.
 

If the device is still under warranty, I recommend reaching out to HP Support for a replacement. Our support engineers will be happy to assist you further and help resolve this as smoothly as possible. You can contact HP Support using 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

[MoherowaBaba]

Hello Ruslan.
I have the same problem with replaced headphones twice... I thought that I'm losing my mind but i see that someone else have this problem.
Your headphones are also still connected to mobile when they are turned off?

[SteffenBaierUK]

Hello @RuslanKZ  or @MoherowaBaba ,

Welcome to the HP Poly community.

Unsure if this was already sorted, but please check >here<

Best Regards

Steffen Baier

[RuslanKZ]

Hi Salman,

Thank you for your support and recommendation.
I will proceed with contacting HP Support for a replacement as suggested.

Appreciate your help throughout the process.

Best regards,
Ruslan

[RuslanKZ]

Hi MoherowaBaba,

Yes, exactly — my headset also stays connected to both PC and mobile, even when it says "Power off".
You're definitely not alone — I’ve tried all the suggested steps (firmware update, factory reset, using the USB dongle), but nothing helped.

Looks like this might be a broader issue. I’ve just contacted HP Support directly to see if a replacement is possible under warranty.
Let’s keep each other posted if we get updates or fixes from support.

Best regards,
Ruslan

[SteffenBaierUK]

Hello @RuslanKZ or @MoherowaBaba ,

Welcome to the HP Poly community. I believe we are working on a new firmware.

I suggest you contact our Support organization in your region. Details are in my Signature. Please use PECS-252502 as a reference for support.

Best Regards

Steffen Baier