Troubleshooting
How do I pair my earbuds to a mobile
device?
See Pair to mobile device.
How do I pair my earbuds to a computer
or laptop?
Plug in the hi-fidelity USB Bluetooth adapter to your
computer or laptop. The adapter is paired to your
earbuds and connects to computer audio. See
Connect to PC.
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 earbuds. See Connect to
PC, Configure USB adapter.
I can't hear anything in one or both
earbuds.
• Check earbud volume level. See Adjust the
volume.
• Power off and on to reset your earbuds. See
Power on/off earbuds.
• Ensure that your earbuds are powered on and
paired to your phone. See Pair mode.
I can't connect to my paired device or get
error messages when I try to connect.
• Reconnect earbuds to your paired device by
clicking the right earbud.
• Ensure that your earbuds are powered on and
paired to your phone. See Pair mode.
• Ensure that your earbud firmware is up-to-date
in Poly Lens App. Download the app: poly.com/
software
The earbud sensors are not working as
expected.
• A call is not automatically answered
when I put on both of my earbuds
• Mute/unmute is not working when I
take off/put on my earbuds during a
call
• During a call, mute unexpectedly
turns on.
• Understand your earbud sensors. See Use
sensors.
• Power off and on to reset your earbuds. See
Power on/off earbuds.
• Modify earbud sensor settings in Poly Lens App.
Download the app: poly.com/software
Tip: For best audio performance while exercising,
turn off sensors in Poly Lens App.
How do I pair my USB Bluetooth adapter
to another supported Poly audio device?
Poly Lens Desktop App is required to pair your 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 earbuds 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.
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