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BT600 and Voyager 8200- No Audio other than Teams

kse39m5
Occasional Visitor

BT600 and Voyager 8200- No Audio other than Teams

Using a BT600 (firmware v.1723) and Voyager 8200 (firmware v.667) Windows 10 1909 - audio is absolutely fine for Microsoft Teams but audio for all other applications doesn't work i.e. whilst listening to a YouTube video there is no audio at all. This used to work until i've updated to this release of firmware.

If you open the sounds application - sound magically starts working !

If you remove the BT600 USB dongle and pair the headphones to the laptop everything is fine. 

I've tried setting the Realtek audio as the default output but that seems to make no difference. 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: BT600 and Voyager 8200- No Audio other than Teams

Hello @kse39m5 

 

Welcome to the Poly Community.

 

Can you contact headset.helpline@poly.com ?

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.


Best Regards

Steffen Baier

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 8
bighypnotizeme
Occasional Visitor

Re: BT600 and Voyager 8200- No Audio other than Teams

I found this worked for me:

 

1. Go to your windows 'Sound settings'

2. Sound Control Panel (at bottom of the 'Related Settings')

3. Select Communications

4. Select 'Do nothing'.

 

Finally, apply the changes.

Message 3 of 8
bhupender
Polycom Employee & Community Manager

Re: BT600 and Voyager 8200- No Audio other than Teams

Hello @kse39m5,

 

Welcome to Poly Community.

 

As a basic, you need to ensure that BT600 is setup as "default device" under playback and recording device under Windows sound settings and it should not be listed as "Default Communication Device."

 

If issue persists then first try to isolate the issue by testing headset and BT600 on another PC. If it works there then you need to troubleshoot sound issues on your PC as it is not headset issue. As a starting point you can refer to Microsoft KB or contact your I.T. Admin.

 

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".
 
The title Admin is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. This forum replies or post is based upon my personal experience and does not reflect the opinion or view of my employer. Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Best Regards,


Bhupender

Message 4 of 8
norior
Occasional Visitor

Re: BT600 and Voyager 8200- No Audio other than Teams

Hi, I have the exact same issue.

Clicking "listen to this device" makes it work, yet you hear yourself with a feedback which is not nice.

On Win10 version 21H1.

I see that several users are experiencing the same on various online forums but with no solution yet.

 

> Have you identified a solution ?

Message 5 of 8
DJ_King
Occasional Visitor

Re: BT600 and Voyager 8200- No Audio other than Teams

Has anyone resolved this issue?

I have the exact same problem. I tried all the tips but still not working.

 

Thanks for any help!

Message 6 of 8
DJ_King
Occasional Visitor

Re: BT600 and Voyager 8200- No Audio other than Teams

In case anyone still needs help with this, I just found the solution.

In Plantronics Hub, there's a setting that enables/disables setting for streaming videos/PodCasts. Make sure that's turned "On" and you should be able to hear audio from websites!

Good luck!

Message 7 of 8
avenue19
Occasional Visitor

Re: BT600 and Voyager 8200- No Audio other than Teams

I received the following from Tony with the Poly Customer Care Team, and it worked for me:

 

Thank you for contacting our Technical Assistance Centre.
It seems like your media streaming is inactive on your headsets (A2DP) 

Please download Plantronics Hub or Poly Lens and update the following settings: 

https://www.poly.com/us/en/support/downloads-apps/hub-desktop

https://www.poly.com/us/en/products/services/cloud/poly-lens/app

avenue19_0-1666369716138.png

 

 

The headsets type is different in the above example but the principle are the same. 

 

Select the headsets in the upper left corner and go to wireless and Media streaming and press ON. 

Message 8 of 8