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The Poly Headsets Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Randomly - I am losing all media audio on windows 11.  I can still make phone calls via teams, however listening to music, watching video's all stop working.  I can no longer hear windows sounds anything to do with standard media stops working unless I open up system > sound settings.  While this window is open it works.  I have called support and they have me reset the headset and update firmware on both the dongle and headset (both are already done I am at the newest firmware includes plugging in via usb and restarting etc) it doesn't come back.  On the phone with support it randomly came back.  Also walking out of connection range of the included dongle caused it to come back 1 time.  

 

Has anyone else had this issue or come up with a fix for this thing?  I am about to return this headset if I cannot use it reliably.  I will go with another brand all together if this isn't going to work for anything other than a headset to make calls.  

 

This is the 4th time this has happened in the 2 weeks since owning this headset on windows 11.

1 REPLY 1
HP Recommended

Hello @Ranashi ,

 

Welcome to the Poly Community.

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
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