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This guide walks you through the most common issues customers may experience with the Voyager Free 60 and Voyager Free 60+. Each section includes symptoms, likely causes, and simple steps you can follow to resolve the problem.
1. Device Not Powering On or Charging What You May Notice
Earbuds don’t turn on when removed from the case.
The case LEDs don’t light up.
One or both earbuds don’t seem to charge.
What to Try
Charge the case first using a reliable USB-C cable and check if the LEDs turn on.
Re-seat the earbuds by removing and placing each one back into the case to ensure proper alignment.
Clean the charging contacts with a dry microfiber cloth.
Check battery levels in Poly Lens to confirm charging status.
Perform a factory reset using Poly Lens.
Try a different USB-C cable or power adapter; if still unresponsive, the device may require replacement.
2. Bluetooth Connection Issues What You May Notice
Calls dropping or audio cutting out.
Earbuds disconnecting randomly.
Unable to pair with a phone or PC.
What to Try
Remove old Bluetooth pairings from previously connected devices.
Re-pair the earbuds by opening the case lid and pressing the case button until the LED flashes blue.
Use the BT700 dongle (Free 60+ / UC models) for improved PC stability.
Reduce interference from Wi-Fi routers, USB 3.0 ports, or crowded Bluetooth areas.
Update firmware through the Poly Lens app.
3. Microphone Issues (Low Voice / Too Much Background Noise) What You May Notice
Callers say your voice is quiet or muffled.
Background noise appears louder than your voice.
Mic switching between earbuds doesn’t work properly.
What to Try
Check ear-tip fit; try different sizes for better seal.
Update firmware.
Check call settings to ensure the correct audio profile (Hands-Free / HFP) is selected.
Enable ANC during calls.
Perform a factory reset through Poly Lens if needed.
4. Audio Quality Problems (Music or Calls) What You May Notice
Audio sounds flat, quiet, or muffled.
Sound switches between ears or devices.
Audio drops when switching apps.
What to Try
Switch ANC/Transparency modes.
Ensure proper earbud fit for better bass and clarity.
Turn off multipoint if audio keeps switching devices.
Reconnect Bluetooth or reseat the BT700 dongle.
Restore default audio settings in Poly Lens.
5. One Earbud Not Working or Low Volume on One Side What You May Notice
Only one earbud produces audio.
Volume imbalance between left and right.
One earbud isn’t detected in Poly Lens.
What to Try
Clean the speaker mesh gently.
Check audio balance in Accessibility settings.
Charge both earbuds fully.
Perform a factory reset using Poly Lens.
6. ANC / Transparency Not Working What You May Notice
Switching modes doesn’t change the sound environment.
Outside noise remains the same even when ANC is enabled.
What to Try
Toggle modes in the Poly Lens app.
Improve earbud seal with proper ear-tips.
Update firmware.
Reset the earbuds if the issue continues.
7. How to Perform a Factory Reset (Both Models)
Place the earbuds in the charging case.
Open Poly Lens on mobile or desktop.
Navigate to Device Settings.
Select Reset / Restore.
Confirm the reset.
A reset restores default audio settings, Bluetooth configurations, and device behavior.
Conclusion Most issues with the Poly Voyager Free 60 and Free 60+—including power, audio, and connectivity problems—can be resolved by following the steps in this guide, such as checking fit, cleaning contacts, updating firmware, or performing a factory reset via Poly Lens.
