Poly Sync 20 no longer charges when connected to laptop via USB

[Alex-ITA]

Same problem described by many users: SYNC 20 ver. 1905.4704 is not charging while connected via USB-C

[M_Salman]

Hi @Alex-ITA Welcome to Poly HP Support Community.  
 
I’m sorry to hear about the issue you're experiencing with the Sync 20. I understand how important it is for the unit to be functioning properly, and I want to help resolve this for you as quickly as possible.
 

Please follow these troubleshooting steps to help test the Sync 20:

1. Verify and update the firmware of the Sync 20 if a new update is available in the Poly Lens application.
2. Try using the power adapter to charge the Sync 20.
3. Completely discharge the device and then recharge it.

If the issue persists after these steps, I recommend reaching out to our HP Support team. Our Support Engineers will be happy to assist you further. You can contact HP Support through 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,

Salman

[Alex-ITA]

Hi Salman,

charging Poly Sync 20 with external power source is working.

Poly App Windows Desktop updates to the latest version and Poly Sync 20 firmware results updated.

I'll try to completely discharge and I'll let you know the results.

Anyway it is really strange usb c charging behaviour. I think something wrong at firmware level.

Regards,

Alex

[M_Salman]

Thank you for your response, @Alex-ITA 

Could you kindly confirm once you have completed the troubleshooting steps? Additionally, I would appreciate it if you could test the Sync 20 with a different device and USB port to help isolate the issue. Thank you for your attention to this matter, and I’m here to assist further if needed.

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,

Salman

[Alex-ITA]

Troubleshooting results.

Poly Sync 20 discharged until 10% battery remaining.

Connected to Laptop usb-c port, Poly Ap notification about Poly Sync 20 charging, but Poly Sync 20 not charging and battery remain to 10%.

Connected Poly Sync 20 to Laptop docking station usb-c but same behaviour. No charge.

Connected Poly Sync 20 to external power supply and battery charge immediately growing till 100%.

[M_Salman]

Thank you for the response, @Alex-ITA 
 

Could you please confirm the PC name and model you are currently using with the Sync 20 device? Additionally, have you tried connecting the device to a different PC? It’s possible that the power output from the current PC may not be sufficient to charge the Sync 20 properly.
 

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,

Salman