Poly Savi 8420 Poor DECT range

[thoorn1]

I just started using the Poly Savi 8420 and noticed that the DECT range on it is not very good.   The range setting is set to high.  If I change it to low, the range I get doesn't change.  It always starts to fade out at the same spot, regardless of what range setting it set to.  Poly Studio says the software is 21.2.1.1.  Is there anything I can do to get better range?  Shouldn't I at least notice a difference when change the setting?

Also, the sidetone volume on this device seems rather low.  I can't find any setting to adjust it.  It seems some older version of Poly Lens did allow it.  Would be nice to have that back.

I was using a Jabra 920.  It has incredible range and adequate sidetone.  I only switched to this headset because the battery life on the Jabra was greatly reduced and not easily replaced.  It is 10 years old.  

[Meghana_10]

Hello @thoorn1, Welcome to the HP Poly Community.

Since you have the Poly Savi 8420 Office, the DECT range should typically show some difference between the Low, Medium, and High range settings. If audio consistently starts breaking up at the same physical location regardless of the selected range, the range setting itself is likely not the limiting factor.

Please try the following additional checks:

1. Connect the Base Directly to the Computer

For the Savi 8420 Office, we recommend connecting the base directly to the PC whenever possible.

• Avoid docking stations.
• Avoid USB hubs.
• Avoid monitor USB ports.

These can sometimes affect power delivery and base performance.

2. Reposition the Office Base

The Savi Office base should ideally be:

• On top of the desk.
• Away from metal cabinets and partitions.
• Away from Wi‑Fi access points and cordless phone bases.
• Free from obstructions directly around the base.

3. Test DECT Coverage in Different Directions

Try walking:

• In different directions from the base.
• Through open areas.
• Through walls.

If the dropout occurs only in one area, the issue is more likely related to environmental interference or building construction rather than the headset itself.

4. Reset and Re-Subscribe the Headset

1. Dock the headset.
2. Allow it to fully synchronize with the base.
3. Perform a headset re-subscription if available through Poly Lens.
4. Test range again.

Regarding Sidetone

For the Savi 8420 Office, sidetone controls that were available in some older software versions may no longer be exposed in newer Poly Studio releases depending on firmware and software versions.
 

If you feel the sidetone level is significantly lower compared to your previous Jabra 920, we would be interested to know:

• Is the sidetone low only during desk phone calls?
• PC softphone calls?
• Or both?

User guide - DECT Information

Have a great day!

[thoorn1]

Regarding the range, i tried setting it to low again and this time it did start breaking up sooner.  However, once back on high, it didn't get any further than it had been.  As a comparison, I tried a set of bluetooth headphones attached to my phone, with my phone sitting near the Poly base.  I went to the same location the Savi 8420 broke up and the bluetooth headphones were still sounding fine.  I also hooked up the Jabra 930, with the base in the same place where the Poly base was, and it could go to the same place and well beyond without any sign of breaking up.  The Savi 8420 doesn't even perform as well as bluetooth, and no where near what my older Jabra with DECT does.  

I also did a factory reset from the base and from the Poly Lens.  Neither made a difference.  Oddly, it did not remove the bluetooth setup for my attached phone.  I expected to have to pair my phone again.

Regarding sidetone, I only have it connected to the laptop.  I don't have a desk phone.  The only time I really hear the sidetone is if I put the microphone almost in my mouth.  It is way too close to be usable.  That is odd since the volume is fine on the other side if the call.  Being that this is the double ear version, without adequate sidetone, it is like talking with headphones on and very hard to determine how loud you are talking.

[Meghana_10]

Thank you so much for your response @thoorn1
 

The fact that the audio consistently fails at the same physical location and that a different DECT headset performs better in the same environment suggests that this is not simply a range-setting issue. The Savi 8420 should normally show at least some difference between the Low, Medium, and High range settings.
 

Additional Advanced Checks

1. Verify DECT Density Mode

Using Poly Lens, check whether any DECT density or office-density settings are available and confirm the base is operating in the appropriate mode for your environment.
 

2. Test Another USB Port

Even though the base is connected directly to the laptop:

• Try a different USB port.
• If available, test on a second computer.
• Re-subscribe the headset to the base afterward.

3. Eliminate Nearby RF Sources

As a comparison test, temporarily relocate the base away from:

• Wi‑Fi access points
• Wireless presentation devices
• USB 3.0 hubs
• Docking stations
• DECT phones

Then repeat the same range walk.
 

4. Confirm Current Firmware Versions

Please let us know the firmware versions reported in Poly Studio app for:

• Savi 8420 headset
• Savi Office base

Based on your description, the sidetone level does seem unusually low compared to what many users expect from a business DECT headset.

Unfortunately, newer versions of Poly Studio no longer expose the same sidetone controls that were available in some older releases. If no sidetone adjustment is visible in Poly Studio, that setting may no longer be user-configurable on the current firmware.
 

Could you please provide the current firmware versions for both the Savi 8420 headset and Office base as shown in Poly Studio? That will help determine whether there are any known improvements available in a newer firmware release.

Have a great day!

[thoorn1]

1) The only setting I see in Poly Studio is the range setting.  It is set to high.

2) I have tested on multiple USB ports.  There is no difference.

3) I have moved the based to different locations on my desk, and removed all possible interference sources.  There is no change.

4) I don't see any setting in the Poly Studio app that gives the firmware of the base and headset.  On the base itself, there is an About setting.  From that, I was able to get the following details.

The base is on:

Firmware: 1104_0000

Bluetooth: 0214.0168.0000.5006

Tattoo Serial: S/N3MKVDG

The headset is on:

Firmware: 3862

Tattoo Serial: S/N3MKVMW

Tuning Version: 3039

The Poly Studio version 5.1.0.1111

In the Poly Studio app, when I first select Devices I see my headset and below it there is what appears to be a version of something.  It says Current: 21.2.1.1.

[Meghana_10]

Thank you for providing the firmware information and for performing all the requested tests. @thoorn1 

The firmware versions you reported are also helpful:

Base

• Firmware: 1104.0000
• Bluetooth: 0214.0168.0000.5006

Headset

• Firmware: 3862
• Tuning Version: 3039

Poly Lens

• Version: 5.1.0.1111

At this point, you've effectively ruled out the most common deployment causes, including:

• USB port issues.
• Docking station interference.
• Base placement.
• Environmental RF sources near the desk.
• DECT range configuration.

The fact that there is no measurable difference between the Low, Medium, and High range settings is particularly noteworthy, as one would normally expect at least some variation in coverage.
 

Before proceeding further, could you please confirm:

1. Approximately how far from the base you are when audio begins to break up (feet/meters)?
2. Does the audio:
   • Gradually become distorted?
   • Drop out completely?
   • Produce warning tones prior to disconnecting?
3. Does the headset remain connected while idle at that location, with audio only failing during calls?
4. Have you tested with another Savi headset if one is available in your environment?

The remaining possibilities are:

• A base-station RF performance issue.
• A headset RF performance issue.
• An environmental factor affecting the Savi platform specifically.

Have a great day!

[thoorn1]

Responses to latest questions:

1)  I am about 60 feet from the base.  There are walls and other obstructions, however, my Jabra 930 (which is also DECT) does not have any audio dropout when taken to the exact same location.  The Jabro 930 can go to the same location and further with no audio dropout.  In fact, there is no place on my entire 1 acre property where the Jabra will drop audio.

2) It drops out completely, both received audio and transmitted audio.  There are no warning tones.

3) I don't know how I would know if it is still connected when idle.  No audio transmits when idle.

4) I do not have access to another Savi headset or base.

What are my options at this point?  Should I open a warranty claim on this unit?

[Meghana_10]

Thank you so much for your response @thoorn1 

We're here to help you tackle that DECT range issue! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience!