Poly Sync 40-M audio profile keeps changing when moving browser between dual monitors

[cloude83]

Title: Poly Sync 40-M audio profile keeps changing when moving browser between dual monitors

Message:

Hello,

I’m using a Poly Sync 40-M connected to my Windows PC (dual monitor setup).
The issue I’m facing is that the audio output always remains on the Poly device, but the audio mode/profile changes or drops for 1 second whenever I move a browser window (Chrome/Edge/Firefox) from one monitor to the other.

The audio momentarily switches between "voice/communications mode" and "stereo/music mode," then goes back.

This only happens when moving a web page/browser window between monitors.

Audio device itself (Poly Sync 40-M) never changes – only the profile.

What I’ve already tried
Set Poly Sync 40-M as both default device and default communications device in Windows.

Disabled “Allow applications to take exclusive control” in Windows sound settings.

Disabled spatial audio and enhancements.

In Poly Hub:

Set Audio in daisy chain = Stereo.

Tried with HD Audio = On/Off.

Disabled the HDMI/DisplayPort audio devices for my monitors.

Disabled hardware acceleration in browsers.

Result
The issue still persists: every time I drag a browser window from one monitor to the other, there is a short audio interruption and a change of audio mode/profile.

Question
Is this a known compatibility issue with Poly Sync 40 and Windows dual-monitor setups?

Is there a way to lock the device to a single stable audio profile (Stereo/Music) so it doesn’t switch automatically?

Any firmware/driver settings I might have missed?

Thanks in advance for any help!

[Meghana_10]

Hello @cloude83, Welcome to the HP Poly Support Community. 

Thanks for reaching out about your query regarding the Poly device.

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

To help us get started on resolving your issue, could you please try the troubleshooting steps provided below so that I can assist you further?

We are investigating this issue; however, we suggest that you make sure that you disable "Intel Smart Sound Technology for USB Audio." 
 

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

[cloude83]

Hello Meghana,

thank you for your suggestion. I have carefully checked in Device Manager → System Devices and also under Sound, video and game controllers, but I do not see Intel Smart Sound Technology (SST) listed on my system.

Best regards,

[Meghana_10]

Thank you so much for your response@cloude83,

We request that you suggest that you check in your computer's Device Manager under Sound, video, and game controllers for "Intel Smart Sound Technology for USB Audio." 

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

[cloude83]

Hi Meghana,

thanks for your reply. Please check the screenshot I’ve attached: the Intel Smart Sound Technology (SST) device you mentioned is not present on my system.

Best regards,
Claudio

[Meghana_10]

Thank you so much for the response, @cloude83

I request that you try the headset with a different laptop and also try using the headset without connecting it to the monitors. 

Also keep only one softphone tab open at a time on one monitor and close any music tab if open on one of the monitors. 

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

[cloude83]

Hi Meghana,

the speaker itself works normally. The issue only occurs when two monitors are connected and I move a browser tab/window from one monitor to the other. Without a dual-monitor setup the problem doesn’t happen, so testing without it would not be useful.

Best regards,
Claudio

[Meghana_10 · Accepted solution]

Thank you so much for the response, @cloude83.

1. Could you please set the Poly Sync 40 as the default device under the sound settings of the PC?

2. Also, please set the Poly Sync 40 as default and also uninstall the Sync 40 drivers from Device Manager and restart the PC and connect the Sync 40 again.

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

[cloude83]

Hi Meghana,

after uninstalling the driver and restarting, it seems the issue is resolved!
Thank you very much for your help.

Best regards,
Claudio

[Meghana_10]

@cloude83, Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic and have an amazing day ahead! 

Regards, 
Meghana