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HP Recommended
Voyager Free 60+ UC USB-C

Hi, I recently bought a poly voyager free 60+ with USB-C.

 

  • Firstly I updated the drivers for the dongle, ear buds and case
  • Tested on my mobile (Samsung S22 Ultra) --> ok
  • When I tested on Windows 10 laptops (2 already) the detection of sound by the microphone is really poor it reaches below 10% on the windows test. It was done with the dongle and thru bluetooth.
  • Teams meetings on the windows laptop have the same outcome, nobody can hear me as the volume is really... really  low.

 

Any support here? I already opened a ticket, but no reply yet.

Seems to be a driver/software issue. Is it known?

11 REPLIES 11
HP Recommended

Hello, @faraz40, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Voyager Free 60+.

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

1. Could you please restore the earbud 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.
2. Could you please set the earbud as the default in the sound settings of the PC?
3. Could you please downgrade the team's version and check if the issue still persists?
4. Could you please try with any other soft phones and check if the issue persists?

Regards,
Meghana
 

HP Recommended

Hallo @Meghana_10, thank you for the quick response.

 

Here are the answers to your questions in green and some other Information:

 

1. Could you please restore the earbud 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. Done, but didn't fix the issue
2. Could you please set the earbud as the default in the sound settings of the PC? Yes, All is set correctly.
3. Could you please downgrade the team's version and check if the issue still persists? Unfortunately I can't as I don't have earlier versions of Teams, but you might of understood me wrong. The issue happens in complete Windows 10, not just TEams. In the Windows 10 test of the mic it only achieves 8% level with standard speech.
4. Could you please try with any other soft phones and check if the issue persists? Complete Windows Environment is not having the correct volume for the mic. In both conditions the same issue happens, with Dongle or Bluetooth.

 

The earbud is Tested and works perfectly on the mobile phone for standard calls and also for Teams meetings.

 

It seems to be a software issue related to the Windows 10 version of the earbud software, but I count on you to help me  😁

Earbud Software installed 231.591.0.5046

USB Dongle Software installed 0.0.852.43.01

All updated once I got the hardware, no tests were performed before the software was installed and they are the latest version available as today.

HP Recommended

Any other ideas?

HP Recommended

I was having the same issue and finally got it to work(sort of) Issue started Monday or Tuesday.

I had my charging case plugged into the laptop via the cable. I had a windows update and then a ply update. I went through those and still my voice was low to customers. I then unplugged the cable and connected via Bluetooth (not with the dongle). That had 2 updates and still the Mic did not increase in volume. I then rebooted and still no change. I then tried the dongle and that had 2 more updates. After that it did not work again, even after rebooting my laptop. I then plugged the cable back in to the laptop and after one final reboot I can now be heard through the Mic although slightly tinny. So all-in-all

1 Windows update, 2 updates for the cable connection, 2 updates for the Bluetooth Dongle, and 2 updates for the Bluetooth connection. Also, yes In between all those updates and reboots, I played to death all the settings for the volumes for the headset and mic.

HP Recommended

Hello @faraz40 @ChrisT13 I am really sorry for the issue you are facing.
I request that you please contact Microsoft support so that the issue can be addressed accordingly.

Regards,
Meghana
 

HP Recommended

The issue was your updates not Microsoft. After your updates the first 2, it stopped working. Then I had to connect all the other connections and do the two updates for each of them and eventually it started working again. The problem is now it sounds very tinny. My company spent a lot of money on these because it's a professional brand. Now it would seem it is working like a dollar store headset. I will try it with the other connection types to see if that works as I need the USB-C connection for another monitor.  So this issue is not quite closed yet. Also yes I did reboot after each update just to be safe.

HP Recommended

Hi @Meghana_10,

 

Apologies, but it is clearly not a Windows 10 issue. All other headsets work perfectly on dongles and bluetooth, only Poly's implementation in this specific product isn't working as it should. I suggest you discuss it further within your organization.

 

@ChrisT13, In parallel the customer service replied my ticket and is shipping a replacement unit, let's see if it works. I'll keep you posted. I suggest you also open a complaint in the customer service.

HP Recommended

@ChrisT13 Thank you so much for letting me know.
Could you please clear the trusted devices on the Poly Lens application and once again pair the dongle and the headset and check if the issue still persists?

In case the above-mentioned troubleshooting step doesn't resolve the issue, I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

 

https://support.hp.com/us-en/poly

 

Regards,

Meghana

HP Recommended

@Meghana_10 It did not work so I will try to contact support again.

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