Savi 8200 disconnects after a period of time and will not reconnect

[RocklandFox]

After an initial startup or reboot, my Savi 8200 works perfectly.  I am using Poly Lens to monitor the status and it is green/working at first.  After a period of time, the headset will disconnect and will not allow me to reconnect anymore.  I used to be able to switch the USB port to get it to recognize the device again but this no longer works.  The only solution is to reboot the computer and the Savi connects again without any issues.  Rebooting several times a day isn't an option for me so I need to find a way to get the device to stop disconnecting in the first place.

[M_Salman]

Hi @RocklandFox Welcome to Poly HP Support Community.  
 

I'm sorry to learn about the problems you're encountering with the Poly Savi 8200 headset. Please follow the troubleshooting steps below and test the headset:

- Verify and update the headset's firmware using the Poly Lens application on your PC.
- Ensure the headset is set as the default device in your PC's sound settings and the softphone application.
- Test the headset on a different PC.
- Connect the headset directly to the PC, bypassing any docking stations, and test.
- Reset the headset using the Poly Lens application.

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

[RocklandFox]

Thank you for your suggestions Salman. Here is my feedback:

1. I always make sure the headset is running the latest firmware version and Poly Lens is running the latest version as well.

2. I just set the headset as my default device in Windows 11. It will be interesting to see if it still shows as a default when it doesn't connect.

3. Good idea to test on another PC. I will do that if I cannot resolve the issues.

4. I am unable to connect directly to my laptop because I only have a single USB-C port and my cable only supports USB-A. I have to connect it to the dock but this was never an issue on this laptop until a few months ago.

5. Another agent suggested I reset the headset in Poly Lens but I've searched everywhere and can't find a reset option anywhere in the setup options.

I did try turning off the Bluetooth connection since I am connecting via USB cable so I'm hoping that will help as well.

[M_Salman]

Thank you for the confirmation, @RocklandFox,

Thank you for completing the troubleshooting steps. Please confirm if the issue persists.

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

[RocklandFox]

Update: Unfortunately, I randomly lost connection with the headset again today.  I was hoping the issue was resolved after I turned off the Bluetooth setting.  It would be difficult to test on another PC because it takes several hours before the headset disconnects from my laptop.  However, I had been using it on a different laptop last year and it worked fine.  Similarly, it worked fine on my current laptop for at least a year before it started to randomly disconnect. 

I still cannot find the reset option within the Poly Lens app settings so I haven't been able to try that option yet.   Could it be an issue with the battery or device itself?   The Poly Lens status shows the battery is always between 75-100%

Any other thoughts or suggestions are welcome.  I may have to buy a different headset if this cannot get resolved.  I can't continue to reboot multiple times a day just to get my headset reconnected.  Thanks in advance for your help.

[M_Salman]

Thank you for the information @RocklandFox 

It seems like you have tried almost all the troubleshooting steps, and it looks like the headset is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, 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

[RocklandFox]

I now have a new theory of what could be happening.  It seems like I lose the connection after my laptop goes into sleep mode.  Once I log in after sleep mode, the headset USB connection no longer works (but all other USB connections are fine).  I suspect that the system suspend could be causing this issue, so I followed these instructions to disable the powering off of the USB ports during a suspend.  I just tried it one time after sleep mode and it was still connected so I will let you know if this solution is working after further testing.

https://support.microsoft.com/en-us/topic/usb-devices-may-stop-functioning-correctly-when-multiple-d...

[M_Salman]

Thank you for the information, @RocklandFox 

I will await your confirmation. Please do not hesitate to contact us if you need further assistance; we are always glad to help.

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

[RocklandFox]

Latest update: NONE of the options I've tried so far have prevented the loss in connection after a period of time.

The latest thing I tried was to buy a brand new USB-C to Micro USB cord so I can plug the headset directly into my laptop.  It connected with no issues but sure enough, this morning it was disconnected again.

So... I have tried EVERY possible option that has been suggested and none are preventing the disconnect.

Keep in mind that this headset has worked for years with absolutely no issues.  I was always connected to a hub and worked with at least 3 different laptops with zero issues.  I now believe the latest software (firmware) update that I applied is causing these issues.  They didn't start until the last firmware update was installed via Poly Lens.  CAN THIS ISSUE BE ESCALATED TO THE DEVELOPMENT TEAM SO THEY CAN DETERMINE WHAT OCCURED IN THE LATEST PATCH TO CAUSE THESE DISCONNECTIONS?

Here are all of the software versions for my device according to Poly Lens:

Bluetooth: Version 0306
Headset: Version 3858
PIC: Version 0315
Tuning: Version 3039
USB: Version 3897

Thanks again for your support and assistance with this critical issue.