Voyager 6200 UC microphone failures

SOLVED
russ0035
Visitor

Voyager 6200 UC microphone failures

Good morning!

 

I have a Voyager 6200 UC connected to a USB BT600 on Win10, and also connected to a Pixel 4a with Android 12.  All software/firmware on all 4 devices is up to date.

 

For the second time, the microphone has failed.  When speaking, my voice is barely picked up, and the microphone cuts in and out.  I have checked all of the audio input levels on the Android, in Win10 and in the Plantronics Hub.  I have toggled all settings around to try to restore microphone operation, and I have confirmed that the same microphone behaviour on both the phone and the computer, in Zoom, Teams, Jabber, and WebEx.

 

The first time the microphone failed in this way, about a year earlier, I had fought with the headset in troubleshooting, and even ordered a replacement.  As I was awaiting delivery of the replacement, I drained the headset battery all the way to 0% so that the unit would no longer power on, and then I charged the battery to 100%.  This action restored the microphone functionality about a year ago.

 

This time, although the symptoms are all the same, this same action of draining the battery fully has not restored the microphone functionality.  However, because it had worked previously, I suspect that the microphone functionality has become corrupted in the unit's firmware, at a low level.

 

As a next troubleshooting step, I would like to try flashing an older firmware to the unit, and then flashing the current firmware again, but I can't figure out how to downgrade the firmware in order to do a clean flash.

 

Any advice or guidance would be much appreciated, thanks!

 

Rob

Message 1 of 9
1 ACCEPTED SOLUTION

Accepted Solutions
bhupender
Polycom Employee & Community Manager

Re: Voyager 6200 UC microphone failures

Hello @russ0035,

 

Welcome to Poly Community.

 

We do have offline firmware update possibility but community page is not the right page to request assistance for such issues. Also if you are trying to go back all the way to initial release of the product then we may not be able to accommodate such requests as older firmware files are no longer stored in update servers. Normally if you wish to downgrade to N-1 build (N means New) then it may be possible.

Troubleshooting or providing support via the community is outside the scope for myself as an Poly employee.

Please raise a ticket with Poly Technical Support to request a FW update/downgrade package (it depends on the situation and support policies/guidelines as to what extent it can be fulfilled or not) for manual update/s.

We recommend user to provide the following details for quick assistance:

• Device SN and its Product ID (PID) from Lens.
• Current firmware version and the one you are trying to upgrade/downgrade to.
• Lens/HUB (whichever applicable) version in use.

 

Alternatively, you can send email with this request to headset.helpline@poly.com to get assistance in this matter.

 

Please share feedback if this reply has helped you so that other community members can profit from your experience. 

 

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.

 




 

 

Best Regards,


Bhupender

View solution in original post

Message 2 of 9
8 REPLIES 8
bhupender
Polycom Employee & Community Manager

Re: Voyager 6200 UC microphone failures

Hello @russ0035,

 

Welcome to Poly Community.

 

We do have offline firmware update possibility but community page is not the right page to request assistance for such issues. Also if you are trying to go back all the way to initial release of the product then we may not be able to accommodate such requests as older firmware files are no longer stored in update servers. Normally if you wish to downgrade to N-1 build (N means New) then it may be possible.

Troubleshooting or providing support via the community is outside the scope for myself as an Poly employee.

Please raise a ticket with Poly Technical Support to request a FW update/downgrade package (it depends on the situation and support policies/guidelines as to what extent it can be fulfilled or not) for manual update/s.

We recommend user to provide the following details for quick assistance:

• Device SN and its Product ID (PID) from Lens.
• Current firmware version and the one you are trying to upgrade/downgrade to.
• Lens/HUB (whichever applicable) version in use.

 

Alternatively, you can send email with this request to headset.helpline@poly.com to get assistance in this matter.

 

Please share feedback if this reply has helped you so that other community members can profit from your experience. 

 

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.

 




 

 

Best Regards,


Bhupender

Message 2 of 9
russ0035
Visitor

Re: Voyager 6200 UC microphone failures

THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU 

It worrrrrrrrked!!!!!!!1!


I successfully downgraded the headset firmware to v614 and then immediately upgraded again to the latest firmware (v.706) and NOW IT WORKS PERFECTLY AGAIN


Wooooooooooooooooooooooooooooooooooooo I'm so happy, my backup headset really sucks

 

Thanks!

Message 3 of 9
Ray Liang
Frequent Visitor

Re: Voyager 6200 UC microphone failures

Sorry for piggy back riding on this post. I've encountered the same issue on 2 6200UC units, both on firmware 702. I've reached out to Poly technical support to request firmware downgrade package, but they replied stating that the device cannot be downgraded. Just wondering if you still have the package? If so do you mind sending me a copy?

Message 4 of 9
bhupender
Polycom Employee & Community Manager

Re: Voyager 6200 UC microphone failures

Hello  @Ray Liang,

Kindly DM the case number and PID of your headset and let me see if someone can help.

 

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 5 of 9
RusikRR
Visitor

Re: Voyager 6200 UC microphone failures

I'm sorry, but I have the same problem as the author of the topic.

The microphones do not work properly, my conversation partners do not hear me well.

Software Version: 706
Serial Number: S/NFKBWJ1
PID: 0x0159
USB: Version 706

Message 6 of 9
DanDen
Occasional Visitor

Re: Voyager 6200 UC microphone failures

Hello,

 

I have the same problem, is this possible to get a firmware package below 706

Here my data : 

PID 0159

Firmware : 706

Build Code : B/C035AB2

 

Really appreciate if someone could send me the package...

Thanks in advance

Message 7 of 9
d.zavala@pucp.edu.pe
Occasional Visitor

Re: Voyager 6200 UC microphone failures

Please, help me, I need to reset or downgrade my firmware:

 

Software Version: 706
Serial Number: S/NAGCHBT
PID: 0x0152
USB: Version 706

Message 8 of 9
LucaB72
New Member

nd.Re: Voyager 6200 UC microphone failures

Sorry to be a party crasher, but this is not "solving" the solution, it's barely a workaround. I've been doing this since 2 years (downgrading the firmware and re-upgrading) the issue comes back after a few weeks/months of usage. There is something definitely wrong with the firmwares of the 6200UC

Experiencing this on 2 differents devices and many smartphones/laptop.

Message 9 of 9