Poly Sync 20 mute button mutes mic and speaker

[nfreesty]

When I press the mute button on my Poly Sync 20+ USB-C speaker it mutes the microphone and the speaker rather than just the Microphone.  The software is all updated.  It does this in both MS Teams and Zoom.  Haven't tried other platforms however can only assume the same with others too.

Any suggestions on how to revert the mute button to only mute the microphone would be appreciated. 

[Meghana_10]

Hello @nfreesty, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Sync 20+ speakerphone.

Could you please follow a few troubleshooting steps mentioned below and let us know if the issue persists?

1. Could you please restore the speakerphone settings to default on the Poly Lens application by connecting the speakerphone to the PC? Once done, please switch off and switch on the headset again to save the changes made.
2. Could you please set the speakerphone as the default in the sound settings of the PC?
3. Could you please confirm if the provided USB dongle is connected to the PC?
4. Ensure that only one softphone application is opened at a time.

5. Configure USB adapter

Your high-fidelity Bluetooth USB adapter comes ready to take calls. If you want to listen to music, you will need to configure your Bluetooth USB adapter. 

Windows

1. To configure your Bluetooth USB adapter to play music, go to the Start menu > Control Panel > Sound > Playback tab. Select Poly BT700 or Plantronics BT600, set it as the default device, and click OK. 

2. To pause music when you place or receive calls, go to the Start menu > Control Panel > Sound > Communications tab and select the desired parameter. 

Mac 

1. To configure the Bluetooth USB adapter, go to the Apple menu > System Preferences > Sound. On both the Input and Output tabs, select Poly BT700 or Plantronics BT600.

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Meghana 

[nfreesty]

Hi thanks for your assistance.

Unfortunately, I still have the same issue, and the speaker is plugged in directly via USB-C on my windows laptop.

Muting myself via the speaker whilst in a conference call still leads to all sound being muted which means I cannot hear the other people on the conference call.  The mute button in the teams application works correctly however.

[Meghana_10]

Thank you so much for the update. @nfreesty 

It seems like you have tried almost all the troubleshooting, and it looks like the dongle is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Meghana