Sync 40 - Noise distortion after ~15min call

[FJFB]

Hi, I have had Poly Sync 40 for a few years now.

Few weeks ago I decided to install the Polylenses software and made an upgrade to my poly devices

After making the upgrade my Sync40 started having noise problems during conferences.

the problem is the following:

- start the conference all ok using USB device connection. 

- After a few minutes 15-20 min the device starts making noise like white noise similar to extreme distortion.

- then need to unplug the device and switch to a computer device.

-already try to reset the device to factory settings but it is the same result.

This starts accruing after the firmware update.

my question to you guys is possible to share a previous firmware file that could upload top the device and fix this issue? 

or any other suggestion to solve issue?

will be bad if i can't use thsi device anymore. )-:

Device Model : Sync 40

Serial Number  S/NEE4206

Software Version 0.0.1904.4003

Product ID  0x015E

Last Connected  Feb 6, 2025, 3:12:48 PM

[M_Salman]

Hi @FJFB Welcome to Poly HP Support Community.  
 

I'm sorry to hear about the issue you're experiencing with your Poly Sync 40. I completely understand how important it is to have the device functioning properly for your conferences. Let me suggest a few troubleshooting steps that may help resolve the problem. I recommend testing the unit after each step to see if there's any improvement.
 

1. Try a Different USB Port or Cable
   USB-related issues, such as noise or distortion, can sometimes be caused by faulty ports or cables. Try connecting your Poly Sync 40 to a different USB port or using an alternate USB cable to determine if this resolves the issue.
2. Update or Reinstall the Polylenses Software
   If the problem started after installing the Polylenses software, it may be helpful to uninstall and then reinstall it. Ensure that you are using the most up-to-date version of the software, as newer releases may include compatibility fixes that address your issue.
3. Check for Conflicts with Other Software
   Other software or audio drivers on your computer may be conflicting with the Poly Sync 40. Please check if any other audio-related programs or drivers could be causing interference. Disabling or uninstalling these programs may help to resolve the issue.
4. Check Audio Settings in Your Conference Software
   In some cases, the audio settings in your conferencing software (such as Zoom or Teams) can lead to distortion. Ensure that your Poly Sync 40 is set as the default audio input and output device in the software. Additionally, adjusting the audio quality settings within the software might help reduce or eliminate the noise.

If the issue still persists, I would request you contact our HP Support, 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,

Salman