Poly Sync 60 speaker stops working randomly

[RobB34]

We have three Sync 60 units and recently we have experienced the speakers stopping working, sometimes for a few minutes and other times until we restart the devices, randomly.  When this occurs the mic is still working, but none of the buttons on the unit respond.

I thought it was a faulty (out of warranty) unit initially, so I purchased a new one, but had the same issue on the new one too.  I tried it on a different PC and had the same problem, so i

[Meghana_10]

Hello, @RobB34 Welcome to the Poly HP Support Community. 

I am sorry to hear that you are facing this issue with the Poly Sync 60. 

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

• Ensure that the speakerphone is powered on by connecting the power cable to an outlet. 

• The computer USB cable may be inserted backwards. Ensure that the USB-C-only end of the cable is inserted into the speakerphone. The end of the cable with the USB-A connector (and attached USB-C adapter) inserts into your computer. 

• Do not connect the USB cable to a phone charging port on the speakerphone's side. Connect to the USB-C port on the reverse side of the speakerphone.

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  

Have a great day!

[RobB34]

The units are correctly cabled - we've been using them for a few years without issues.  

[Meghana_10]

Thank you so much for the response, @RobB34 

It seems like you have tried almost all the troubleshooting, and it looks like the headset 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