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Desktop Hub Software disables laptop bluetooth mouse and keyboard

XJW
Occasional Visitor

Desktop Hub Software disables laptop bluetooth mouse and keyboard

Savi 8210 UC.  Dell Laptop with Bluetooth dongle and Bluetooth mouse and Keyboard.  I installed the Desktop Hub software and it disabled my Bluetooth dongle and attached Mouse and Keyboard.  Why ?

Message 1 of 9
8 REPLIES 8
bhupender
Polycom Employee & Community Manager

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

Hello @XJW  ,

 

Welcome to the Poly Community. 

 

This is very unlikely, and not a known issue. HUB is like any other software on your operating system and it has no way to interfere with Bluetooth devices. It specifically looks for Poly headsets via USB connections when you use HUB. Pleas try the basic troubleshooting for Bluetooth accessories as advised by Dell support link:

 

https://www.dell.com/support/kbdoc/en-in/000132534/guide-for-pairing-and-troubleshooting-dell-blueto...

 

You can also look for 2nd link below which also suggests some useful tips:

 

https://www.systweak.com/blogs/how-to-resolve-dell-wireless-keyboard-mouse-not-working-problem/

 

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

Best Regards

Bhupender

Best Regards,


Bhupender

Message 2 of 9
XJW
Occasional Visitor

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

Hmmmm.

 

I have provided screenshots showing before and after application of the hub software. 

 

I have reproduced the defect multiple times.

Message 3 of 9
bhupender
Polycom Employee & Community Manager

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

Hello @XJW,

 

This needs to be investigated further but it will always be good idea to connect with your PC vendor to see if they can eliminate/identify any PC driver or OS settings to fix the issue. Because it seems like an isolated issue at the moment and we are not aware of any such issues being reported by other users however you are welcome to raise it further.


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.

You will need to provide the following:

• Provide HUB verbose logs (if reproducible)
• Video of issue if possible as it will help visualize the issue.
• -Serial number or firmware version of headset/speaker/USB dongle when issue is noticed.
• Softphone version in use.

• Make and model of your PC and its OS version in use.



Best regards

Bhupender

Best Regards,


Bhupender

Message 4 of 9
Vassilis
Occasional Visitor

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

i'm very surprised that this is not solved yet or it is a questionmark for the support as "we do not are aware of this"

 

I tried it to two different desktops, windows 10, one bluetooth dongle. My keyboard and mouse uses the Bluetooth, i installed the hub software and immediately after finished the bluetooth icon disappears from the tray area and nothing is working. I have the Plantronics Voyager 5200 and i'm using along with the bluetooth dongle the dongle that come with the headset in order to get all the features thus need to install the hub software.

 

You uninstall the software, click finish, NO REBOOT and magically the bluetooth icon appears again and keyboard mouse works. This happens with the 

 

Is there a solution ?

Message 5 of 9
Vassilis
Occasional Visitor

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

any news ? any comments ?

Message 6 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

Hello @Vassilis 

 

Welcome back to the Poly Community.

 

As this community is run by volunteers (who may be Poly employees) we are most likely unable to help as we would need to check for more details.

 

I can only suggest, if you want an official answer, to get this into our official support organisation.

 

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

 

Best Regards

 

Steffen Baier

----------------

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

----------------
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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Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 7 of 9
Vassilis
Occasional Visitor

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

where is the official support Organization link

i tried to navigate through the site and came across some dead links like in help section .

 

So can you provide the correct link to open an official ticket on this

 

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Desktop Hub Software disables laptop bluetooth mouse and keyboard

Hello @Vassilis 

 

stating dead links without providing us with info where these were found does not help us, volunteers.

 

Official support can be requested via phone or web https://www.poly.com/us/en/support

 

Best Regards

 

Steffen Baier

----------------

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

----------------
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.

----------------


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓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 9 of 9