No microphone for Poly Blackwire 3320 after Upgrade from Windows 11 23H2 to Windows 11 24H2

[Benni5]

Hello,

my Setup is:

Lenovo T15 Gen 1

Windows 11 24 H2 Build 26100.2894

Softphone Client Avaya Agent

Headset: Poly Blackwire 3320

i have a Problem after Upgrade my device from Windows 11 23H2 to 24H2 with my Poly Blackwire 3320 Headset and the Softphone Client Avaya Agent for Desktop. The microphone doesnt work in  the Avaya Agent the Headset is visible but if i try to call someone then they cant hear me.

We tried the following steps without solution:

Update Headset Driver via Poly Lens 

Update Windows

Update Audio Driver, Firmware and BIOS

Deactivate other Microphone Devices in Device Manager

If i do a downgrade to Windows 11 23H2 then the microphone is working. I created a case for Avaya but they cant help me.

Do you have ideas?

thanks and greetings

Benni

[M_Salman]

HI @Benni5 Welcome to Poly HP Support Community.  

It sounds like you're facing a compatibility or configuration issue between your Poly Blackwire 3320 headset and Avaya Agent after upgrading to Windows 11 24H2. Since you've already tried updating drivers and BIOS, as well as deactivating other microphone devices, here are some additional troubleshooting steps that could help resolve the issue:
 

Certainly! Here's the updated list of troubleshooting steps with the addition of resetting the headset using the Poly Lens application:

1. Check Sound Settings in Windows

• Right-click the sound icon in the system tray and select "Open Sound settings".
• Under Input, ensure that the Poly Blackwire 3320 headset is selected as the default microphone.
• Also, verify the Advanced Sound Options to make sure the headset microphone is selected for the Avaya Agent app.

2. Configure the Default Communication Device

• Open the Sound settings (right-click the sound icon > Sounds).
• Go to the Recording tab.
• Right-click your Poly Blackwire 3320 microphone and select Set as Default Communication Device.
• If the option is grayed out or unavailable, make sure the headset is properly connected and recognized by Windows.

3. Check Avaya Agent Audio Settings

• In Avaya Agent for Desktop, navigate to the audio settings.
• Ensure the correct microphone (Poly Blackwire 3320) is selected under the microphone/input device section.
• Test the microphone by speaking into it to verify if it works within the Avaya Agent settings.

4. Disable Audio Enhancements

• Right-click the sound icon > Sounds.
• Under the Recording tab, right-click the Poly Blackwire 3320 microphone and select Properties.
• Go to the Enhancements tab and check Disable all sound effects.
• Click Apply and test again.

5. Reinstall Avaya Agent and Audio Drivers

• Uninstall and reinstall the Avaya Agent application to ensure no settings were corrupted during the upgrade.
• Also, reinstall the Poly Blackwire 3320 headset driver (through Poly Lens or manually via the Poly website) to ensure the device is properly configured for the new Windows version.

6. Test in a Different Communication App

• Try using the headset with another softphone or communication app (e.g., Microsoft Teams, Skype) to see if the microphone works there. This can help determine if the issue is specific to Avaya Agent or system-wide.

7. Check for Conflicts with Other Software

• Some software, especially other VoIP or communication apps, can conflict with Avaya Agent or cause issues with microphone settings. Try disabling or uninstalling any other communication software that might be interfering.

8. Check Windows Permissions

• Go to Settings > Privacy & Security > Microphone and make sure that Avaya Agent has permission to access the microphone.
• Also, check under Apps to ensure that the microphone is enabled for Avaya Agent.

9. Test with a Different Headset

• If possible, test with another headset to see if the issue persists. If the other headset works, it might indicate a hardware issue with the Poly Blackwire 3320.

10. Reset the Headset Using Poly Lens Application

• Open the Poly Lens application.
• Find your Poly Blackwire 3320 headset in the device list.
• Perform a reset or reboot from within the Poly Lens app to restore the headset to factory settings. This may resolve any configuration issues caused by the Windows upgrade.
• After resetting, check the microphone functionality again with Avaya Agent.

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