Voyager Focus 2 having issues with firmware 0.0.6504.5059.

[Wilbercalle]

Please help with this: 

Voyager Focus 2 having issues with firmware 0.0.6504.5059. After updating, the audio is cut off in both the headset and the microphone. How can I revert to a previous version?

I paired it again, erased everything, reset it to factory settings, and the problem isn't resolved.

[MadJeff]

I'm noticing a similar issue with mine. I just purchased a few weeks ago and it's been running flawless. Then I got the firmware update notification earlier this week and updated the firmware.

After the update it started stuttering horribly, making music listening impossible. I've tested with multiple music players as well as different PC's in the office and all display the same stuttering behavior. 

My previous headset on the same PC works fine. I've rebooted, removed and reinstalled Poly Lens (and tested using the older Hub software) , re-paired the headset, tested using both the BT700 USB adapter as well as direct connect to bluetooth on my desktop. No change in behavior.

I'm convinced this is something with the firmware upgrade. We have several other identical units in the office on older firmware with no issues. I would update one, but I don't want to have two screwed up headsets. 😃

Any way to roll back firmware on these?

[M_Salman]

Hi @Wilbercalle , @MadJeff, Welcome to Poly HP Support Community.  

Sorry to hear you're experiencing an issue with your Voyager Focus 2 headset. I understand how important it is to have a reliable and fully functional headset, and I’ll do my best to assist you.
 

Since the problem started after a firmware update, I recommend rolling back to a previous version of the firmware. Please follow these steps:
 

1. Go to lens.poly.com.
2. Navigate to Manage > Software Version.
3. Search for your headset model, select a previous firmware version, and download the file.
4. Connect the headset to your PC using a USB cable.
5. Open the Poly Lens application.
6. Select your headset, then go to Support > Device Info and Logs > Customer Software Update.
7. Click Upload, choose the downloaded firmware file, and it will begin the rollback process.
8. Once the firmware is rolled back, please test the headset again to see if the issue is resolved.
    

If the problem still persists, I recommend reaching out to HP Support. Their support engineers will be able to provide further assistance and help resolve the issue. You can reach them through 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

[MadJeff]

Thanks for the reply!

Just ran through the steps and rolled back but it didn't make a difference, still horribly choppy audio. Must be a hardware issue after all?

I may just return this one and get a replacement.

[M_Salman]

Thank you for your response @MadJeff

It appears that the headset may be experiencing a hardware issue. I understand how inconvenient this can be, especially when you're depending on it for clear and reliable communication.
 

If the headset was purchased within the last 30 days, I recommend reaching out to the seller directly, as they may be able to offer a quick replacement. If it’s outside the return window or still under warranty, I suggest contacting HP Support for further assistance. Our support engineers are dedicated to helping you and will work to resolve the issue as efficiently as possible.
 

You can reach HP Support by clicking 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