Poly Sync 40 Power Consistency Issue

[RawCod]

I have a Poly Sync 40 connected with USB to a HP EliteDesk mini pc. The Sync 40 was working for about a week with no issues, but suddenly disconnected. I had come to find that the device was completely dead. Following that, I left the Poly Sync 40 connected with USB, and additionally plugged in a usb power source (idk power super well, but the Output shows: 5V = 3A / 9V = 2.22A on the charging block). This allows the device to work, but when the computer is put to sleep, the speaker dies. When the PC wakes back up, the speaker remains off until it is unplugged from the PC and plugged back in. If I disconnect the speaker from the PC and just have it plugged into the surge protector's outlet, the device will not turn on, I'm assuming due to not receiving enough power.

Is this an issue with my setup? or the battery of the device? I can't seem to get the device to stay on without connecting it to both the PC and the wall, and then re-plugging in the device.

I have tried the standard power options, and changing the device manager setting to prevent USB hubs from powering off devices. On my problem device I do not see the USB selective suspend option in my Power Options within control panel.

In desperation I did order the Poly Sync 40 charging stand, which also is not fixing my issue. I would like to note there's not a good way to know the charging stand is actually working in my experience as again the device is unable to turn on without being connected to both a PC and power outlet.

Hoping for some insight, the user with the device is an executive so the troubleshooting process has been grueling for me and frustrating for them.

[Meghana_10]

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

Thanks for reaching out about your query regarding the Poly Sync 40 device.

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

Based on your description, the behavior is not typical for a Poly Sync 40. The speakerphone should be able to power on and operate from its internal battery without requiring simultaneous connection to both a PC and an external power source. Since the device became unresponsive after previously working normally, and now appears dependent on external power, the issue may be related to the battery, charging circuitry, firmware state, or USB power negotiation.
 

Please try the following troubleshooting steps:
 

Verify Battery Operation Independent of USB

• Fully charge the Poly Sync 40 using a known-good wall charger for several hours.
• Disconnect all cables and attempt to power on the device using battery power only.
• Observe whether any LEDs illuminate or voice prompts are heard.

Perform a Firmware Recovery Check in Poly Studio

• Connect the Sync 40 directly to the PC using USB.
• Open Poly Lens Desktop and confirm whether the device is detected correctly.
• Check for any pending firmware updates or firmware recovery options.

Test Alternate USB Power Sources

• Connect the device to a different wall charger and USB cable.
• If available, test with another USB-C cable capable of power and data transfer.
• This helps eliminate cable or charger-related charging issues.

Check Battery Status in Poly Studio

• If the device appears in Poly Lens, review the reported battery level and charging status.
• Note whether the battery percentage changes while connected to power.

Test Outside the HP EliteDesk Environment

• Connect the Sync 40 to a different computer and allow it to charge.
• This helps determine whether the behavior is specific to the PC's USB power management or the speakerphone itself.

Disable Modern Standby USB Management (If Applicable)

• Some systems reduce USB power availability during sleep states.
• Check the BIOS and Windows power settings for USB charging or always-on USB options and test whether the Sync 40 remains powered after the PC enters sleep mode.

Observe Charging Indicators

• Place the device on the charging stand and verify whether charging LEDs or battery indicators behave normally.
• If there is no visible charging activity after several hours, that may indicate a battery or charging-circuit issue.

Battery Depletion Assessment

• Since the device was found completely unresponsive after a week of normal operation, note whether the battery now drains immediately when external power is removed.
• A device that powers off instantly after disconnecting external power may indicate the battery is no longer holding a charge.

To help us narrow this down further, please provide:

• The firmware version currently installed on the Poly Sync 40.
• Whether Poly Studio reports a battery percentage.
• Whether the device powers on at all when disconnected from both the PC and wall charger.
• Whether the charging stand shows any indication that charging is occurring.
• The approximate age of the Poly Sync 40.

User guide - pdf_8830533_en-US-1.pdf

Have a great day!