Voyager 5200 UC - won't play sound on audio calls only

[Gareth336]

My voyager UC 5200 has stopped playing sound for audio calls only.  It is connected and plays other media, e.g. music.  Just will not provide or give sound for audio calls though shows as connected.  It also works for audio calls on another Samsung phone (seem to be on same software version and settings the same) and via USB connection to laptop it works.  I've checked to match settings without success, issue seems isolated to audio calls between the headset and Samsung mobile. 

I've updated the software via the app without success.

Has anyone come across anything similar before?

[Meghana_10]

Hello, @Gareth336, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Voyager 5200 UC.
 

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?

1. Could you please try a headset with a different mobile phone (other than Samsung) or a PC?
2. Could you please restore the headset settings to default on the Poly Lens application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made.

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,
Meghana 

[Gareth336]

Hi Meghana,  I have tried these steps with no success, the headset works on other phones and laptops.  Another voyager legend works fine on the phone (Samsung S21)   Audio plays from youtube, Spotify etc, issue seams to be with 2 way audio, teams, zoom, whatsapp and calls do not work.  Appears to be a issue between the S21 and the spesific headset.  I have contacted Samsung to ask them.  I've been on with your chat team and they worked hard but could not find a fix.

[Meghana_10]

I am really sorry @Gareth336 

As the headset works perfectly fine with other laptops or mobile phones, there could be an issue with the Samsung S21, I would request that you contact the Samsung Support team once again to check if the headset is compatible with the mobile phone.

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,
Meghana 

[Gareth336]

I have resolved the issue, I needed to delete the cash on the phone under the Bluetooth settings and re-connect then it worked.

[Meghana_10]

Thank you so much for letting me know. Happy to know that the issue is resolved, @Gareth336 

Regards,
Meghana