Poly savy 8420 random intermittent disconnect issues with MS Teams and Zoom

[h5555]

I have a poly savy 8420 headset, however I keep having issues with it. I use it for Teams and Zoom calls and it randomly disconnects the audio (while the call remains ongoing) which is extremly frustrating.

It is completrly random and I can't find any pattern. It can go two months with no issues at all, and then it will start having issues and can disconnect a few times in the same call which makes no sense. I use the device for several meetings daily.

As I mentioned, I have the issue with zoom and teams.

I was trying to update the poly desktop app (in the hope that it will update the devices firmware) but every time I click update from within the app, it says its failed and to try again.

If I go to your website and click the download optoion, it says 'You have been blocked'

so I cant even get the software up to date - please can you fix this at least

When I look at the poly desktop app, it has an option for logs, but when i click into that section, all it lists are the module verison, so its not even as if I can see any logs that may explain why the headset audio is diconnecting. Is there anywere I can logs from the device that may shed light into what is going on and why it diconnects? I'm not convinced its related to any windows, teams or zoom updates as the only update I am aware of is teams last week and the headset was working that day and the folloing day, but then started to have issues yesterday, but that does not explain why I am having issues with zoom.

Just to be clear, I am using the usbc-usba cable to connect the base to my windows device. Win 11 24h2

It's extremly annoying and I really need a fix.

[M_Salman]

Hi @h5555 Welcome to Poly HP Support Community.  

I'm sorry to hear about the difficulties you're experiencing with the 8420 headset. I completely understand how important it is to have your headset functioning properly.

To help resolve the issue, please follow these troubleshooting steps and test the headset. First, try reinstalling the Poly Lens application and attempt to update the headset firmware. If the update is unsuccessful, you can alternatively download the Plantronics Hub application to update the firmware.

Here is the link to download the Plantronics Hub application and poly lens application.

Plantronics hub: PLANTRONICS HUB FOR WINDOWS/MAC Product Information | HP® Support

Poly Lens: Poly Lens Device Management App | HP® India

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