Issue with Firmware Update on Voyager FOCUS B825 Headset

[Maldrete]

I urgently need help. After pressing the "update firmware" button on the Poly Lens app, my Voyager FOCUS B825 headset no longer powers on and is not recognized by the app. I have tried everything: turning it off and on, but nothing works. I upgraded from firmware 500 to 700. Now, Windows recognizes a USB device but doesn't know what it is.

Does anyone know how I can fix this issue? Is there a program to restore the headset's firmware?

The update failed, possibly because of firewall, but when it cancelled out of the update Poly Lens showed the headset as in "Recovery mode." Tried the button to make it go back to standard mode, but nothing worked. Tried the buttons, tried unplugging and inserting the cradle. Tried turning the headset off and off. Finally I used the "remove device" button in Poly Lens in hopes of be able to make it re-appear. Then it disappeared for good.

Not only from Poly Lens on that machine, every other PC I installed Poly Lens on showed nothing when I plugged in the cradle. Device manager reported it was inserted, but showed no audio devices. Didn't find any way to straight factory reset this device. Found some knowledge bases mentioning holding in the mute button for four seconds as you power on. Tried various other button combinations and held them in while powering on, but there's no life sign on the led lights.

Thank you very much for any assistance you can provide!

[Maldrete]

@xlucax I see that you had this same issue some while ago, did you managed to solve it somehow? 

[M_Salman]

Hi @Maldrete, Welcome to the Poly HP Support Community.  
 
I’m sorry to hear you're having trouble with your Voyager Focus UC headset. I completely understand how important it is to have your headset working smoothly, especially when it's essential for your work.

If the firmware update has failed, it's possible that the headset firmware may have become corrupted. Let's try a few basic troubleshooting steps first to see if we can get it working again:
 

1. Please ensure the headset is fully charged.
2. After charging, try to power on the headset.
    

If the headset powers on, please connect it to your PC using a USB cable and then launch the Poly Lens application to verify and update the firmware.

If the headset still doesn’t power on, and it's within the warranty period, I recommend contacting HP Support for a potential replacement. Our support engineers will be able to assist you further and provide the best solution.

You can reach HP Support using 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 it 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