Sync 20 USB-C Disconnects from Windows

Occasional Visitor

Sync 20 USB-C Disconnects from Windows

Hello.  I have a new Sync 20 USB-C version and have it connected to my Windows Surface Pro 6 via USB-C on a Surface Dock.  It randomly disconnects during calls - this has happened a number of times.  When it disconnects, it then automatically reconnects about 10-15 seconds later but I miss that portion of the call.  I have the latest firmware installed.  Any suggestions?  

Message 1 of 3
Polycom Employee & Community Manager

Re: Sync 20 USB-C Disconnects from Windows

Hello @PolyUser99 ,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build-id.


Most likely this would need to come into support. In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

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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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 3
Polycom Employee & Community Manager

Re: Sync 20 USB-C Disconnects from Windows

Hello @PolyUser99,


Welcome to Poly Community.

You also have not confirmed if you are using Sync 20 (one with USB A/C cable) or Sync 20+ (comes with USB A or C USB Wireless Adapter)?

The Surface Pro 6 is a very portable Laptop (more like an Android Tab or iPAD). So in case you are using the standard corded version of Sync 20 then the USB port may be not optimized on Surface pro like a Typical Laptop USB port and issues can happen due to insufficient power to USB peripherals on the USB ports.

As a basic try the following:


- Update the headset/USB Adapter firmware via Lens/HUB software and test behavior

- Uncheck "allow the computer to turn off this device to save power." under USB Root HUB properties in device manager and test (see attached).

- If possible test with another computer (a regular laptop or desktop) to isolate the issue.

- Try making a fresh pairing between Bluetooth or wireless headset and USB receiver and this can fix connectivity or link drop issues.

- Update computer drivers and OS and test issue. 

- If you have corded version of Sync then try to buy the BT600 separately and pair the Sync via that and test if this mitigates the issue.

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,


Message 3 of 3