Blackwire 3310 - in Windows 11 - Zoom cannot use the microphone

[SimonCheng]

Hi Support, I find my USB headset has voice problem in Zooom Workspace, means the meeting member cannot listen my voice on the microphone. However, using teams / other apps has no such problem.

I am using Windows 11 Edition Windows 11 Pro Version 24H2 Installed on ‎03/‎10/‎2024 OS build 261

[Meghana_10]

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

I am sorry to hear that you are facing issues with the Plantronics Blackwire 3310 headset. 

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

• If your headset is not set as the default voice device, use the audio settings in your sound control panel/preferences to change the input device.
• Ensure that your 3.5 mm connector is fully connected to the headset controller.
• Please update your Zoom workspace application to the latest software if there are updates pending. Also, please try the headset on a different PC with the Zoom application to check if the issue still persists.

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 

[SimonCheng]

Hi Meghana.

• If your headset is not set as the default voice device, use the audio settings in your sound control panel/preferences to change the input device

        - I have already set the input device, but this is the same.

• Ensure that your 3.5 mm connector is fully connected to the headset controller.

        - 3310 is USB connector, and I can ensure that it is fully connected

• Please update your Zoom workspace application to the latest software if there are updates pending. Also, please try the headset on a different PC with the Zoom application to check if the issue still persists.

         - I have checked the zoom app is the latest update and I tried 3 PCs are the same in a same Win11 environment

I have using POly lens updated the headset to the latest version and I have tried the headset in difference PCs. 

But why Teams app can use it but only zoom doesn't.

[Meghana_10]

Thank you so much for the update. @SimonCheng 

Please uninstall and reinstall the Zoom application once and check if the issue still persists. 

However, if the issue still persists, I will request that you contact 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

Please feel free to contact us here anytime you need any further assistance.

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!

[nlev]

Do you happen to be using the 32-bit version of Zoom? I've seen issues in the past with microphones being recognized with the 32-bit version. Try switching to the 64-bit version if you're not already using it.

[SimonCheng]

I have also tried to install 32-bits. but it is still fail to listen any sound from Zoom workspace.

Because when I start launch the meeting in zoom, there is a test speaker and microphone. there is only the problem when setting the device to Blackwire 3310, it has no any sound. 

[M_Salman]

Thank you so much for your response @SimonCheng 
 

I recommend double-checking that Zoom is selected under the Poly lens settings > Softphone. If the issue persists, you could try using a different version of the Zoom application. Alternatively, reaching out to Zoom support might provide further assistance.
 

Additionally, if you have another Blackwire headset available, please test that headset to help isolate the issue.



 

If the problem continues, I’d kindly suggest contacting our HP Support team. Our support engineers will be happy to help you resolve this. You can get in touch with them 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