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Basic Poly Bluetooth Headset Troubleshooting (UC/Computer)

Troubleshooting information for Poly UC Bluetooth headsets, to help resolve audio problems and other general issues you might encounter when used with your computer.

In many instances, the primary cause of technical issues encountered while using a Bluetooth UC headset is an inconsistent Bluetooth connection. Audio problems, such as cutting in and out, static, and other symptoms like losing a connection with the USB adapter, are indicative of an unstable connection.

To address most Bluetooth UC adapter issues, follow these three basic steps:

  1. Delete the current Bluetooth headset connection on your UC adapter.

  2. Restart both devices, Headset and computer.

  3. Reestablish the Bluetooth connection to your UC adapter.

Step 1 - Delete the current Bluetooth headset connection on your UC adapter.

Steps to delete headset from BT700 Using Poly Lens Apps.

To manage your headset and BT700, utilize the Poly Lens Mobile App for deletion and the Poly Lens Desktop App for pairing. If you haven't downloaded the Poly Lens apps yet, click here and follow the installation steps.

Poly Lens Desktop App

  • Launch the Poly Lens Mobile App.

  • Select the three dots next to the headset and hit the gear icon to access the Settings.

  • Scroll down to Reset device.

  • Select Clear Trusted Device List tap the clear button and confirm by tapping "Yes".

Poly Lens App

Note: After Clearing the Trusted Devices, the headset will automatically go to pairing mode, you will notice the LED flashing red and blue indicating is in pairing mode. If doing this while wearing the headset, you will hear Pairing.

Step 2 - Restart both devices (Turn them off-on)

Steps to power cycle both headset and computer.

  • Turn off your Poly-HP headset for approximately 10 seconds.

Power switch (Over the head models)

Power switch (Over the ear models)

Charge case (earbuds)
Over The Head Example Over The Ear Example

Earbuds Example

Windows

Windows logo

MacOS

Apple logo

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

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

Select Restart.

Step 3 - Reestablish the Bluetooth connection to your UC adapter.

Steps to re-pair your headset to the UC adapter.

  • Put your headset in pairing mode

Power switch (Over the head models)

CALL button (Over the ear models)

Charge case (earbuds)

Start with your headset powered OFF, slide, and hold the power toggle towards the Bluetooth icon until you hear pairing and/or the LED flashes red and blue.

Over The Head Example

After turning on the headset, put your headset in pairing mode by pressing and holding the Call button until you hear pairing and the LED flashes red and blue.

Over The Ear Example

On your charge case touch screen, select Bluetooth > Pair Device. You hear pairing.

Earbuds Example

  • Put your Bluetooth USB adapter into pair mode by selecting Pair new device on the adapter's main page or overflow menu of the Poly Lens Desktop app.

After launching the Poly Lens Destop app, please try the following:

Poly Lens Desktop App

  • Click USB adapter on the top.

  • On the bottom right corner, click the three dots button.

  • Click on Pair Bluetooth Audio, and the BT700 adapter will start flashing red and blue indicating that is in pairing mode.

Android Bluetooth Screen

Note:The pairing process can only be completed when both devices are simultaneously flashing red and blue. You will hear pairing successfuland see a solid blue LED on the USB adapter.

Additional support options

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