Poly Voyager Focus 2 freezes all audio programs

logodaedalus
Occasional Visitor

Poly Voyager Focus 2 freezes all audio programs

After installing the Poly desktop app and updating all drivers, I'm getting behavior where every single program that uses audio in any way freezes. Like...opening the audio settings panel in Windows freezes all settings panels in Windows. Trying to join a Google Hangouts meeting hangs Chrome. As soon as I disconnect the headset, whether by unplugging the USB hub or even trying it via cable, all the actions I tried to do happen all at once, and everything unfreezes.

 

How can I fix this? This is absolutely untenable as a headset if this can't be fixed. I've tried factory resetting the headset twice and nothing helps.

 

Software Version: 0.0.644.3576

SetId Version: 0.0.644.3576
Wireless USB: 0.0.315.2299

Message 1 of 7
6 REPLIES 6
GC-70
Occasional Visitor

Re: Poly Voyager Focus 2 freezes all audio programs

I have this same problem.  Teams, WebEx, and audio in a browser work eventually, but there is a 3-5 minute delay. The Sound Settings applet won't open if the headset is connected, and no amount of driver and firmware updates have made a positive change.

Message 2 of 7
Poly Mukesh
Polycom Employee & Moderator

Re: Poly Voyager Focus 2 freezes all audio programs

Hello @logodaedalus 

 

This requires further investigation.

 

Hence I would suggest you open a support ticket with Poly.

 

 

Best Regards,
Mukesh Kumar

Please ensure you always check the FAQ's.

Please remember, if you see a post that helped you, and it answers your question, please mark it as an "Accept as Solution".

This forum reply 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.

Message 3 of 7
logodaedalus
Occasional Visitor

Re: Poly Voyager Focus 2 freezes all audio programs

I was able to fix the problem by going into Device Manager and disabling all my audio devices except for Poly BT700 and Realtek(R) Audio (my laptop speakers) <pic attached>. I tried uninstalling the Bose drivers from a failed earlier headset, but every time I connected my Poly it would reinstall and reactivate those drivers...weird! But as long as I just keep them disabled, it seems now everything is working correctly. If other people run into this problem, I'd recommend auditing your sound drivers and disabling unnecessary ones until the problem goes away.

Message 4 of 7
User1687952
Occasional Visitor

Re: Poly Voyager Focus 2 freezes all audio programs

I have the same problem.

I have tried to resync the headphones with the BT dongle, reinstall all the audio drivers but nothing works. I was not able to find the BT dongle firmware to try to re-flash it nor downgrade it to the previous version, where everything seemed to be working fine.

The only way to use the headphones is to use a cable (even then the audio sometimes crashes and I need to reconnect the call/restart the audio application to make it work again).

Message 5 of 7
Poly Farhan
Polycom Employee & Community Manager

Re: Poly Voyager Focus 2 freezes all audio programs

Hello @User1687952 

 

Welcome back to the Poly Community. 

 

Audio (Transmit and/or Receive) is degraded or lost when using a USB audio enable product on PCs that include Intel ® Smart Sound Technology (Intel® SST)

Poly is working with Intel with the expectation that Intel will provide a driver update to their customer base.

Can you please try to disable Intel Smart sound for USB audio driver and see if that helps in improving the situation? 

Step 1) Open Device Manager ( To open Device Manager , use the keyboard shortcut Windows Key + X

Step 2)  Now scroll Down and Find 'Sound Video and games Controllers > Expand it
Step 3) Find  Intel® Smart Sound Technology for USB Audio

Step 4) Right Click > Select "Disable Device"

Step 5) restart your PC and then try to reproduce the issue. 

 

If the issue persists, please raise a ticket with our support team for further investigation. 

 

Regards,

Farhan Siddiqui
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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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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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Message 6 of 7
Abdul Aleem Syed
Occasional Visitor

Re: Poly Voyager Focus 2 freezes all audio programs

This solution is a no go for me! I use my headphone on my client laptop and I will not be able to make admin level changes to the system nor can i update any intel drivers.

 

Hence, until there is a software fix to the headphone firmware it will be rendered useless for me.

Message 7 of 7