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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.

‎04-01-2024 10:51 AM

HP Recommended
Product: Sync 20 USB-C

My Poly Sync 20 is connected to my MacBook directly via USB-C. Has worked fine for a long time. Seems like ever since I updated to Poly Lens 1.3.2 the device no longer charges when connected to my MacBook and slowly loses it's charge over time. This, despite the fact that the batter indicator on the device in the Poly Lens application shows it's (supposed to be) charging.  

 

I am not connected to a docking station. I connect directly to the MacBook USB-C port. Device still works when used with Zoom and Teams calls. Just won't charge or hold a charge.  Again, seems to be a new issue since updating PolyLens software. 

 

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5 REPLIES 5

‎04-02-2024 12:22 AM

HP Recommended

Hello @dano231 ,

 

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎04-02-2024 06:29 AM

HP Recommended

Hello, @dano231, and welcome to the HP Poly community.

I am sorry to hear that you are facing this issue with the Poly Sync 20 speaker.

Could you please try charging the speaker with a different power source and a different cable and let me know 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

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‎04-23-2024 01:21 AM

HP Recommended

Hello, I have Poly Sync 40,  same problem after the software update the charge is dropping, I connected it to a desktop computer. Now is 60%.

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‎04-23-2024 03:54 AM

HP Recommended

Hello @cloude83 

@SteffenBaierUK wrote:

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

 

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎05-21-2024 08:35 PM

HP Recommended

I meet the same issue when I use usb-c in MAC mini, my ploy lens update to version 1.4.0. My device is SY20-M.

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