Voyager 5200 UC Charging Problems

[rzky]

Hi,

I have a couple of problems with my newly purchased Poly Voyager 5200 UC. 

• The charging case seems to be broken.. The indicator lights is off all the time. Pressing the button does nothing. even though I already charged it for couple of hours after I unboxed it.  Placing the earphone inside also does nothing. I can see from the Poly app that it's not charging. (To be clear, it did blink a few times when I strip out the thin plastic blocker)
• The earphone unit also have problems. It won't charge over than 60% capacity. I'm charging it directly using the cable that come in the box since the case is not working. 

This is a new unit that I purchased yesterday. I've already done all the troubleshooting steps like resetting the unit and changing cables.

Please help.

[M_Salman]

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

Thank you for reaching out regarding your Poly device.
 

I’m sorry to hear about the issue you’re experiencing. I completely understand how important it is for your headset case to function properly, and I’m here to help you get this resolved as smoothly as possible. 

Please try the following troubleshooting steps and let me know the results:
 

• Update Firmware:
  Kindly connect the case to your PC and check whether the firmware is up to date. If not, please update the firmware and test again.
• Check Charging Setup:
  Try charging the case using a different cable and a different power adapter to verify if the issue persists.

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,

Salman

[rzky]

Hi,

I don't see an update button. So I assume it's already the latest. I'm attaching the screenshot I got from the Poly Android app. 

And about the charging, I already brought it to work and tried charging from a different power outlet. I'll try with a different cable soon. need to buy one first. Although I don't see how it will be any different. 

[rzky]

Oh, just to add. The cable I used was the original from the box. And it charges the earphone unit just fine (even though it won't charge the ear piece beyond 60%). It simply won't or can't charge the case.

 

[M_Salman]

@rzky,

We're here to help you tackle that issue you are facing in the device 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,
Salman
 

[rzky]

Sorry. My bad. It was not stuck at 60% it simply takes forever to charge. After I left it overnight to charge (around 7hrs) it finally went up to 90%. And yet, it still not at 100%

I know this series is already a few years old product. But seriously, how long does it take to charge from 0 to 100 for such a small device ??