Voyager Free 60+ UC USB-C

[oemart1x]

Just got my new Voyager Free 60+ UC USB-C, out of the box the right earbud is not working, the box shows as if it was out of it and out of charge.

I've reset the box, cleaned the metal contacts on both the box and the earbud and left it charging for hours, still no luck. Any suggestions on how get this fixed?

[M_Salman]

Hi @oemart1x, Welcome to Poly HP Support Community.  

I'm sorry to hear you're experiencing issues with your Voyager Free 60+ headset — I understand how important it is to have your device working reliably. I'm here to help you get this resolved as smoothly as possible.
 

To begin, I recommend trying a few troubleshooting steps:
 

1. Firmware Update
   Please place the earbuds back into the charging case, connect the case to your PC using a USB cable, and open the Poly Lens application. Select your Voyager Free 60+ headset, and check if a firmware update is available. If there is, go ahead and install it. Once the update is complete, test the headset to see if the issue is resolved.
2. Reset the Earbuds
   If the problem persists, try resetting the earbuds through the Poly Lens app on your PC.
    

If the issue continues and your headset was purchased within the last 30 days, we recommend contacting your seller directly to request a replacement for the defective unit.

Otherwise, please don’t hesitate to reach out to our HP Support Team — our support engineers are here to help and should be able to resolve this for you. You can contact them by visiting 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

[oemart1x]

Hi @M_Salman, there was a firmware update available for the dongle and the case, but neither fixed the issue. The reset from the app didn't work either. There is a firmware update available for the earbuds but it won't allow me to update due to the right earbud being out of charge. I guess I'll have to return them. Cheers. 

[M_Salman]

Thank you for your response, @oemart1x.

I'm sorry to hear that the issue with your headset is still ongoing. It looks like you've already gone through all the recommended troubleshooting steps, and I truly appreciate your patience and effort in working through them.
 

If your headset was purchased within the last 30 days, we suggest reaching out directly to your retailer to request a replacement, as they may be able to assist you with an exchange.
 

If it’s been longer or the product is still within the warranty period, I recommend contacting HP Support for further assistance. Their support team is well-equipped to help with warranty replacements and should be able to resolve this for you.

You can reach HP Support 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