Poly Voyager 4310 USB-A/USB-C Headset +BT700 dongle

[Petromiralles]

Hello,

We are running into a problem, the headset starts to double beep every few seconds when the headset is in the charging cradle or sitting on the table but not on a call. Sometimes it happens after hanging up a call from our softphone (3CX) or for no apparent reason.

The only way to eliminate it that we have found, is to remove the BT700 and plug it into a DIFFERENT port. This solves the problem, but only for a while. We have also verified that it is not a charging or battery problem.

Both the headphones and the BT700 are updated with POLY LENS to the latest firmware version available. We use the integration available in Plantronics Hub (latest version) as there are no plans by HP to make the 3CX client compatible with Poly Lens (as we were told by a tech support agent).

If it only happened to me with one particular device I might come to understand that it is defective, but we have purchased over 20 units of the USB-A model and 9 more of the “new” model with USB-C, over half of these units have this problem.

They have been tested on Windows 10 / Windows 11 systems updated up to date, with clean installations from official Microsoft images... It happens regardless of whether the connector used for the BT700 or the charging dock is USB 2.0, 3.0 or Type-C 3.1/3.2.

We need a solution for the devices that have this problem and to know why it occurs in some and not in others.

Best regards.

[M_Salman]

Hi @Petromiralles, Welcome to Poly HP Support Community.  
Got it! Here's a version suitable for a community post response:

Sorry to hear you're experiencing issues with the Voyager 4310 headset. I completely understand how important it is for the headset to work properly, and I appreciate your patience as we work through this.
 

Here are a few troubleshooting steps that might help resolve the issue:
 

1. Update the Firmware: Please ensure your headset’s firmware is up to date. You can do this via the PolyLens application on your PC.
2. Set as Default Device: Make sure the headset is set as the default device in both your PC and softphone settings.
3. Reset the Headset: If the issue persists, try resetting the headset using the PolyLens application on your PC.
4. I hope these steps help! If the issue continues, feel free to share more details, and I’ll be happy to assist further.

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

[Petromiralles]

I think we have been quite clear in our previous message. The three first points described by M_Salman have been verified BEFORE opening a message in this forum. As a solution, it does not work for us.

The problem reappears even if you reset both devices (headset + bt700).

We will contact technical support, but I have little hope to solve the problem since there is no information about the failure neither in the logs generated by POLY LENS.

Regards.