Troubleshooting
Headset troubleshooting
Issue Resolution
How do I pair my headset to a mobile
device?
See Pair to mobile device on page 5.
How do I pair my headset to a computer
or laptop?
Plug in the USB Bluetooth adapter to your computer
or laptop. The adapter is paired to your headset and
connects to computer audio. See Connect to PC on
page 5.
Why should I use the USB Bluetooth
adapter instead of my computer's
Bluetooth?
Your USB Bluetooth adapter provides the best
connection, softphone functionality and acoustic
sound quality through your headset. See Connect to
PC on page 5, Configure USB adapter for streaming
media on page 5.
How do I pair my USB Bluetooth adapter
to another supported Poly audio device?
Poly Lens Desktop App is required to pair your
BT700 USB Bluetooth adapter to another device.
Your Bluetooth adapter remembers up to 2
supported Poly audio devices, but connects to only
one at a time. See Pair USB adapter again.
Can I connect my headset to a mobile
phone and computer at the same time?
Yes, your headset can connect to mobile and PC.
Your headset remembers up to 8 devices, but
connect to up to 2 devices at a time. That includes the
USB Bluetooth adapter.
The headset audio is not working as
expected when connected to my
computer.
• During a call, nobody can hear me
• During a call, I can't hear anybody
• Music is not coming through my
headset
• When I play music and a call comes
in, the music is too loud or doesn't
pause
Check the following:
• To configure the headset sound on your
computer, see Configure USB adapter for
streaming media on page 5, Load software on
page 9.
• Ensure that only one softphone application is
opened at a time.
• For best performance, ensure your headset
firmware is up-to-date. See Update your Poly
device.
My headset call control is not working as
expected when on a softphone call.
Check the following:
• For best performance, ensure your headset
firmware is up-to-date. See Update your Poly
device.
• Ensure that only one softphone application is
opened at a time.
• If required to enable headset control
(answer/end and mute) functionality, ensure you
have Poly Lens Desktop App installed. See Load
software.
• Select your softphone application in Poly Lens
Desktop App.
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