Voyager 5200 UC charging case: Bootloader installation necessary

[thor_a]

Poly has recently released a firmware update for the Voyager 5200 UC charging case which shall address the battery drain issue (firmware 3121). See: https://support.poly.com/support/s/article/Voyager-5200-UC-Charge-Case-Release-Notes

This update seems to work, i. e. the charging case does not drain itself anymore - thanks a lot.

But I noticed today a second, also important issue. When the red light of the case blinks it means that I have to charge it (=critical battery level). I plugged the case in to charge it as normal, but instead of charging and changing von red to blue there was nothing at all happen: the case lot it's red light, and then it was dead. I had to plug it in at the PC to reanimate it (=installing a new boot loader).

Please fix this issue!

Thanks,

Thorsten

[Meghana_10]

Hello Poly_G-7, welcome to the HP Poly community.
I am sorry to hear that you are facing this issue with the Poly Voyager 5200 UC.
Please try charging the case with a different cable and a different power source and check if the issue still persists, if it does, I request you to please reach out to Poly customer support at 800-985-9815 for further warranty and replacement related queries. 

Regards,
Meghana

 

[rob_levine]

I've been having this exact issue too. The same workaround (plugging into a PC and letting it report about setting up a new bootloader) fixes the issue for a while. I raised a support case on this and received a replacement case which has exactly the same behaviour. I also have a colleague with same charger and same issue.
I've tried a multitude of chargers and cables - all with the same result.

My view - not cable related, or even a faulty unit. Its either firmware or a fundamental hardware issue.

At least the workaround keeps it working, with some level of extra hassle.

[thor_a]

Hi Rob,

thank you for the confirmation of the the same issue I posted. And thank you for describing the issue better than me.

> My view - not cable related, or even a faulty unit. Its either firmware or a fundamental hardware issue.

You are absolutely right: It has nothing to do with cables or charges - it's a firmware / hardware issue. The current case is an 'intelligent' or active device,  i. e. it can be identified in Poly Lens as a device. The charging case of the old Voyager 5200 with BT600 adapter is a passive device and cannot be identified in Poly Lens (or Plantronic Hub). The 'active' charging case of the Voyager 5200 with the BT700 adapter consumes battery capacity all the time. Until the capacity sinks below a certain value, and then the firmware crashes and refuses to restart itself again when being plugged into a normal charger. A "bootloader restore" is necessary. This is not acceptable when travelling around.

BTW The old case with BT600 can hold it's capacity for many months. The new case can loose its whole capacity without even beeing used.

Thorsten

[thor_a]

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@Meghana_10 wrote:

Hello Poly_G-7, welcome to the HP Poly community.
I am sorry to hear that you are facing this issue with the Poly Voyager 5200 UC.
Please try charging the case with a different cable and a different power source and check if the issue still persists, if it does, I request you to please reach out to Poly customer support at 800-985-9815 for further warranty and replacement related queries. 

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Hello Meghana, this is not a solution because the support sends you a device with the same issue. This is a permanent defect of the whole series OR a firmware issue. (Or both.)

Thorsten