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Basic Poly Wireless (DECT) Savi Office Headset Troubleshooting (Computer)

Troubleshooting information for Poly Savi DECT wireless headsets, to help resolve audio issues and other general issues you might encounter when using with a computer.

Most of the time, the primary cause of technical issues encountered while using a DECT Wireless headset with any softphone, is an inconsistent connection.

Audio problems such as cutting in and out, static, and other symptoms are indicative of an unstable connection.

To address most DECT Wireless headset issues, follow these basic steps:

Step 1 - Disconnect the Headset and Restart the Computer.

Steps to disconnect the headset from computer’s USB port and restart the computer.

  • Disconnect the headset from the computer’s USB port.

Restart the computer for the following Operating Systems

Restart Process.

Windows:

Windows logo

MacOS:

Apple logo

Right-click the Start Button on your taskbar and mouse over Shut down or sign out.

Select Restart.

Click on the Apple icon in the upper-right corner and select Restart.

Note:

Windows 10 has the Start Button in the bottom-left corner.

Step 2 - Reconnect the Headset and Check the Computer’s Audio Settings.

Steps to reconnect the headset and how to check the computer audio settings.

  • Reconnect the Headset
Important:

The Headset’s USB cord must connect straight to the computer. Let’s avoid USB splitters or USB Hubs.

Image of USB A cord connecting straight to the computer.
Check the computer’s Audio Settings

Windows:

Windows logo

MacOS:

Apple logo

In the search box on the taskbar, type Change system sounds, then select it from the menu.

Click on the Apple menu > System Settings (or System Preferences) and click Sound.

Check both, Playback and Recording tabs to ensure that the headset is the Default device.

Check both the Output Tab and Input Tab, to ensure that the headset was the default.

Check the volume sliders to raise the volume on both Output and Inputs Tabs.

Left image shows the Windows Recording tab on the audio settings right image shows the Sound settings menu on a Mac computer
  • Check the App Audio Settings

Verify the sound settings on the app you are using with the headset.

If you need Admin. Access to access the audio settings in the app, it might be necessary to check with your IT team in your company.

IMPORTANT: The app(s) you’re using with the headset might have Audio Settings as well.

Step 3. Over-the-air subscription process.

Over the air subscription for a DECT headset is setting up the headset wirelessly with its main hub, called the charging base.

  • Disconnect the power cord from the back of the charging base for approximately 15 seconds.

  • Once the charging base is back on, please ensure the power switch on the headset (if the headset has one) is turned ON.

Over-the-air subscription process.

Process

Savi 8400 and Savi 7400 Models

With your system idle and your headset undocked press and hold the Volume up button on the headset for 4 seconds until the headset LED flashes red and green.

Using the Navigation Wheel on the left side of your base to go to your settings menu and select Devices > Add a Device > Headset.

When the subscription light on the base remains solid green, the headset and base are subscribed to one another; you will hear pairing successful. Base connected.The light on the charging base remains solid green.

Over-the-air subscription process.

Process

Savi 8200 Models

To place the headset in subscription mode, turn the Volume wheel up and holding it there for 4 seconds,until the headset LED flashes red and green.

With your system idle and your headset undocked, double press the subscription button on the base. The subscription light flashes green and red.

When the subscription light on the base remains solid green, the headset and base are subscribed to one another; you will hear pairing successful. Base connected.The light on the charging base remains solid green.

Over-the-air subscription process.

Process

Savi 7300 Models

To place the headset in subscription mode, Press and hold the Volume up button on the headset for 4 seconds . Upon release, you hear pairing, and the headset LED flashes red/green.

With your system idle and your headset undocked, double-click the Subscription buttonon the back of the base. The subscription LED on the display panel flashes red and green.

When the subscription light on the base remains solid green, the headset and base are subscribed to one another; you will hear pairing successful. Base connected.The light on the charging base remains solid green.

Over-the-air subscription process.

Process

Savi 8240 and Savi 740 Models

To place the headset in subscription mode, turn the Volume wheel up and holding it there for 4 seconds,until the headset LED flashes red and green.

With your system idle and your headset undocked, double-click the Subscription buttonon the base. The subscription LED on the display panel flashes red and green.

When the subscription light on the base remains solid green, the headset and base are subscribed to one another; you will hear pairing successful. Base connected.The light on the charging base remains solid green.

Step 4 - Test the headset with a different computer.

Steps to try if headset works on a second computer.

Connecting the headset to a second computer will help you isolate issue.

If the headset doesn’t encounter a problem when testing it with the second computer, try checking other settings, for example:

  • System updates.

  • Sound settings on the application.

Note:

Sometimes, other software running on the computer may interfere with the headset's functionality. Closing unnecessary applications or updating conflicting software can help resolve the issue.

To check for more Windows settings, click the link below:

Fix Sound or Audio problems in Windows.

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