All devices in Poly Studio after PC restart look disconnected but work!?

[denmek]

I install Poly studio and enter my BT700 dongle, to which Poly focus Voyager2 headset is connected. All is detected and works OK.

Then I restart the PC and MY devices are only seen in "Previously connected" section but dongle and headset work.

I tried many things to make Poly Studio detect again may devices with no success. Only thing that helps is uninstallation of poly studio and devices and complete fresh installation. (tried this 2 times).

In device manager Poly BT700 is listed and works OK. In Bluetooth devices I see also Poly BT700 registered and connected. 

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly Voyager Focus 2 and the BT700 adaptor.

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

We’d like to reassure you that the HP Poly Studio application is functioning as expected. Once your device is connected to your PC and recognized by the application, its details are saved and will continue to appear in the “Previously Connected” section even after the device is disconnected.

Additionally, the BT700 will continue to show up in your PC’s Bluetooth device list, as it remains paired to the system.
Please rest assured that your headset, adapter, and the application are all working correctly. 

If you have any further concerns, we’re here to help.

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

[dtab7]

Hi, This is not the problem described above by the user.

I have the same issue as well.

My devices are detected properly the first time after a fresh install (or reinstall), but upon next restart of the laptop, they are all shown as disconnected WHILE ACTUALLY BEING CONNECTED, PAIRED AND WORKING.

That is the issue. 

The fact that Previously Connected devices are saved when disconnected is a no brainer. The issue is that after you install the Poly Studio app the first time and restart your machine, none of the devices show connected anymore and settings cannot be modified even though they are ON, connected and being used actually.

So basically, the app is useless.

Version: 5.0.1.9

[Meghana_10]

Thank you for posting your query @dtab7 

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

1. Could you please connect the headset via USB cable and check if the headset is being detected on the Poly Studio App.
2. Could you please clear the trusted devices on the Poly Studio App?
3. If you are using windows PC, go to device manager and uninstall the headset drivers and restart the PC and reconnect the headset to the PC.
4. Also, please uninstall and reinstall the app and reconnect the headset to the PC.

Take care and have an amazing day! 

[dtab7]

Plugging or unplugged devices does not do anything. They still show as disconnected after the first reboot of the laptop onwards.

Reinstalling the application will solve the problem temporarily as mentioned, but it will be the same after restart

[Meghana_10]

Thank you for your response @dtab7 

1. Could you please restart and check once if the issue persists?

2. Also, could you please try the headset with a different PC or a mobile phone?

 Take care and have an amazing day! 

[dtab7]

......................................

[Meghana_10]

@dtab7 Please let us know if the provided troubleshooting steps are performed or if the issue is resolved so that we can assist you further accordingly.

Take care and stay fantastic!

Regards,

Meghana 

[SimonSimonSimo1]

I have the same problem.
The only thing that works is to reinstall Poly Studio app.

But after next restart all devices are disconnencted but works fine.

[SteffenBaierUK]

Hello @SimonSimonSimo1 ,

Welcome to the HP Poly community.

This is just a Peer-to-peer community forum and not HP Support. We are all just Volunteers.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

If this fails please open a Lens Mopinion Bug via https://lens.poly.com/appfeedback

Best Regards

Steffen Baier