Headset mute button locking

[Vojtech_Kadlec]

Hello,

at company we are using arroud 100 pcs of EncorePro 725 USB- A and EncorePro 715 USB-A.

715 mostly still on FW 133, some updated with same issue. 725 on stock FW 136

HW: Dell NB ranging 5520 to 5540

OS:

Windows 10 Enterprise
Verzion 22H2
Build 19045.5487

latest available update on WinUpdate and Dell command

used with web-based voip klient daktela.com or MicroSIP aplication

The issue lies with mute button. If operator use it randomly within days or weeks it stucks shining red, device is muted and cannot unmute. Only working solution is to repair sound device in win settings. Which we have restricted from user side, casing serious problems.

Have you encoutred issue like this. Is threre any recommanded drivers or settings.

Thanks a lot

Vojta

[M_Salman · Accepted solution]

Hi @Vojtech_Kadlec Welcome to Poly HP Support Community.  

I'm sorry to hear about the difficulties you're experiencing with the EncorePro 725 and 715 USB A headsets. I understand how crucial it is for your headset to function smoothly, and I’m here to assist you in resolving this issue.

To help improve the headset's performance, please follow the troubleshooting steps below:
 

1. Firmware Update: First, please verify that the firmware on your headset is up to date. You can update the firmware via the Poly Lens application on your PC. If you encounter any issues with the update, you can visit lens.poly.com, log in, and navigate to Manage > Software Versions. There, search for the EncorePro 725 and 715 models and download the latest firmware available. Once downloaded, open Poly Lens, select your headset, go to Support > Device Info & Logs > Customer Software Update, click Update, and select the downloaded firmware file.
2. Set Default Device: Ensure that the headset is set as the default audio device both on your PC and for any softphone applications you are using.
3. Reset the Headset: If the issue persists, please try resetting the headset using the Poly Lens application.

If the issue still persists, I would request you contact our HP Support, 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

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

[Vojtech_Kadlec]

As I have already done everything before. Problem was redirected to support.