Blackwire 3320 Headset not recognised

[Charlesmarteau]

Hi,
My new Poly Blackwire 3320 headset is not recognised by Windows, the error code 43 keeps popping up. I have tried all USB ports, get the same 43 error every time, I have updated windows and rebooted, still not recognised, I have downloaded Poly Lens desktop app, even the app does not seem to recognise the device, to the left hand side of the app screen it says "Connect a device to get started" (yep it is connected) "Don't see your device?" (no I don't see it hence the reason why I have downloaded the app). 

What's the story here, I cannot find any information about the Blackwire 3320 headset from the desktop app. Is there a specific driver I need to install? Where do I find it?

Note that I can see that the device is powered up, I can mute it in which case the red solid light appears and I can hear the beeping sound, I can hear the beep too when I click the + of the volume but when I click on the MS Team icon, I don't get a solid purple light, I get a quick flashing purple light that disappears. So clearly it is plugged and powered up but Windows just does not seem to recognise this device. Where do we go from here?

[M_Salman]

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

Thanks for reaching out with your query regarding the Poly device — we're happy to assist!

To get started, please try the following troubleshooting steps:

If you're using a Windows PC, open Device Manager, locate Blackwire 3320, uninstall it, then restart both your PC and the headset.

After restarting, make sure to set the headset as your default audio device:

• Right-click the speaker icon in the taskbar.
• Go to Sounds > Playback, select your headset, and click Set Default.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

Hi @Charlesmarteau , I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 
 

We are here to assist you and provide any necessary support.

Regards,

Salman

[Meghana_10]

Hi there! @Charlesmarteau

We haven’t heard from you; this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Meghana 

[Charlesmarteau]

Hi, thanks for your prompt feedback. Unfortunately it did not work, so I had to get a Logitech headset instead. I wonder if it is a compatibility thing because I use a Logitech webcam that also has a mike. I had disallowed the webcam to check if the HP headset would be recognised but it would not make a difference. I have tried to uninstall but it would not do anything either for whatever reason. Maybe it is something to do with the Administrator rights (it is a work computer) but anyway, I have online meetings every day so I needed something that works straight out of the box. Other colleagues around me use the HP headset but I note that they don't have a Logitech webcam so maybe that's what it is, I don't know. The Logitech worked straight out of the box. MS recognised it instantly. Better luck next time.

[Meghana_10 · Accepted solution]

Thank you so much for your response. @Charlesmarteau

I would suggest that you try the Poly Blackwire 3320 headset on any other PC or laptop so that you can check if the headset is in working condition.

 If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Meghana

[Meghana_10]

@CharlesmarteauA huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Regards, 
Meghana