Device no longer responds to power button or plays sound via USB

[Gav11111]

Hey, my trusty Poly has given up! It no longer responds to the power button and when plugged in via USB it lights up white but never responds and has no lights on, nor do buttons work.

Charge is 100%, I have disabled all unneeded drivers, audio works fine on headset and the service seems to be connected via the Poly app but the poly never works.

Does anyone have any idea what to do next? thanks so much!

Device Model Sync 20-M

Software Version 0.0.1871.4614

Product ID 0x015D

[SteffenBaierUK]

Hello @Gav11111 ,

welcome to the HP Poly community.

I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Gav11111]

i have raised a ticket - loosk faulty but wanted to verify

[tmpva]

Hello,

I'm having same symptoms with my Poly Sync 20, running same SW version as yours. Did you get any feedback from support? Should I suspect faulty unit on my side too, or something else?

[Meghana_10]

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

I am sorry to hear that you are facing issues with the Poly Sync 20.

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

1. Could you please restore the speaker settings to default on the Poly Lens application by connecting the headset to the PC? Once done, please switch off and switch on the headset again to save the changes made.
2. Could you please set the speaker as the default in the sound settings of the PC?
3. Could you please check with any other PC or mobile phone?

4. Could you please try with any other soft phones and check if the issue 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

[tmpva]

Hi @Meghana_10,

Thanks for the quick feedback. I've tried these steps one by one and no change - behavior remains exactly the same. Any other suggestions or next steps?

Thanks and regards!

[Meghana_10]

Thank you for the update, @tmpva 

Due to limited support, I would 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!