Issue Description Customers may report that they cannot hear audio through the EncorePro headset, or the sound is very low or missing from one side.
Applicable Models EncorePro 310/320, 500 Series (HW510/HW520/HW530), and 700 Series.
Troubleshooting Steps:
Check all physical connections Ensure the headset is firmly connected to the QD cable and the cable is securely plugged into the USB or desk phone adapter. Loose connections are a common cause of no audio.
Verify the correct audio device on the computer If using a PC, open the sound settings and confirm that the Poly/Plantronics DA adapter is selected as the output (speaker) device. Adjust the volume and test the audio.
Confirm the correct device in softphone applications In Teams, Zoom, or Webex, make sure the same Poly/Plantronics device is selected for both speaker and microphone.
Check volume and mute controls Increase the volume using the PC or inline controller. Make sure mute is not enabled.
Update firmware using Poly Lens (USB models) Open Poly Lens, select the device, and install any available firmware updates. Test the audio again after updating.
Try the headset on another device Test the headset on a different PC or desk phone to identify whether the issue is with the headset or the original device.
Check the QD cable or USB adapter Swap the QD cable or DA adapter, if possible, to rule out a faulty accessory.
Conclusion
Following these steps will help identify whether the audio issue is due to the headset, cables, adapter, or device settings. The results can guide further troubleshooting or adjustments as needed.
