8420 + MS Teams on a Mac - Intermittently Headset Does Not Work

[TR1994]

Intermittently, but more often than not, when I select "Poly Savi 8400 Office Series" for the speaker and microphone,  I can't hear anyone and they can't hear me. The display on the base shows a connection with the laptop, and the laptop thinks the 8420 is connected (via USB-C).

If I then switch to the MacBook internal microphone and speakers, I can hear the other participants and they can hear me. Sometimes, when I switch back to the "Poly Savi 8400 Office Series", then my headset works as expected. Occasionally, if I turn the mute on then off, the headset will start working with MS Teams. 

MacBook Pro, 16" 2023, macOS Tahoe 26.0.1

Savi 8420 Office, software version 21.1.15.2

Poly Lens software version 2.3.0.1517

MS Teams version 25290.302.4044.3989

Does anyone have any suggestions? 

[Meghana_10]

Hello @TR1994, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly Savi 8400 Office.

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

It sounds like there might be some configuration or hardware-related issues with your Poly Savi 8400 Office Series headset. Here are some troubleshooting steps and configurations you can try to resolve the issue:

 

Check Default Sound Device:

• Go to the Sound settings on your Mac:
  • Navigate to System Preferences > Sound.
  • Ensure that "Poly Savi 8400 Office Series" is selected as the default device for both Output (speakers) and Input (microphone).

Update Firmware and Software:

• Use the Poly Lens Desktop App to update the firmware of your headset and ensure all software is up to date.
• Download at HP Poly Lens App – Manage Your Devices and Improve Communication with Ease | HP® Official Site

Restart Your Devices:

• Sometimes simply restarting your MacBook and the headset can resolve connection issues.

Reconnect the USB Adapter:

• Unplug the USB-C adapter from your laptop and then reconnect it.
• Wait for the system to recognize the connection.

Resubscribe the USB Adapter:

• Insert the DECT USB adapter into your laptop and wait for the LED to light up.
• To put your headset in subscribe mode, press and hold the Volume up button for 4 seconds until the headset LED lights up.
• Double presses the subscription button on the USB adapter until it flashes red and green.
• The subscription is successful when you hear "pairing successful" and "base connected" and the DECT USB adapter LED is solid green.

Check Application Settings:

• Ensure that your conferencing application (e.g., Zoom, Teams) is configured to use the Poly Savi 8400 as the audio input and output device.

Check for Physical Obstructions:

• Ensure there are no physical obstacles or interferences between the base station and your headset that could disrupt the DECT connection.

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[Meghana_10]

Hi there! @TR1994 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Meghana 

[Meghana_10]

Hi @TR1994, I hope this message finds you well. 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Meghana 

[Meghana_10]

@TR1994 Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Meghana