Applies To: Poly Blackwire 3200, 3300, 5200, 7200, and 8200 Series
Issue: Users report hearing no audio or experiencing very low volume when using their Poly Blackwire headset.
Cause: This issue may be caused by incorrect connections, improper sound settings, outdated firmware, or driver conflicts on the host computer.
Step 1: Check Physical Connections
For Blackwire 3200, 3300, and 5200 series, ensure the 3.5 mm connector is securely and fully inserted into the in-line controller.
A loose connection can result in poor or no audio output.
Step 2: Verify Firmware
Open the Poly Lens application.
Check if the headset appears and whether a firmware update is available.
If an update is shown, follow the on-screen instructions to update the firmware.
Step 3: Set the Headset as Default
Open Windows Sound Settings:
Go to Control Panel > Sound > Playback tab.
Right-click the headset and select Set as Default Device and Set as Default Communication Device.
Check Softphone Settings (Microsoft Teams, Zoom, Webex):
Confirm the Blackwire headset is selected as the preferred audio device for both input and output.
Step 4: Reinstall the Headset Driver (Windows Only)
Open Device Manager.
Locate the headset under Sound, video, and game controllers.
Right-click on the headset and select Uninstall device.
Restart your PC.
Reconnect the headset via USB—Windows should automatically reinstall the correct drivers.
Step 5: Perform a Headset Reset via Poly Lens
Launch the Poly Lens application.
Select your headset.
Navigate to the Settings or Support tab.
Choose the Reset Device option.
Try connecting the headset to a different USB port or another computer to isolate hardware issues.
If using a USB hub, connect the headset directly to the PC instead.
If you have any questions regarding this or any other topic related to your device, please click here to create a new post.
