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Hello Aaron,
I have a Poly 4310 UC headset that has also ceased working or being recognized by Teams or Windows 11 System > Sound in the last week. I have now wasted hours trying to fix this to NO avail. I have been trying to use this headset - which works fine with my Android phone and other computers (including a Surface Laptop 5) via Bluetooth. In this case, I am trying to get this working on my (brand new) Dell Precision 5490 - all drivers are up to date. Initially, the headset did work intermittently, but started to only be recognized as a Bluetooth LE device :
As you can see, I can 'connect' to the headset, but it does NOT appear in any of the Windows Audio/Sound settings :
What I have discovered (hint in the above) is that if I use my BT700 USB dongle -- the headset works fine! What doesn't work is trying to use the exact same headset directly via Bluetooth.
Digging into this further, I've discovered that the BT700 USB dongle has a very recent driver :
...whereas the Poly 4310 UC driver is somewhat ancient :
I have NO idea if this ancient driver or Windows picking this up as a "LE" and not a 'named' Poly device is the issue, but I can tell you this is SUPER frustrating! As I said, this headset seems to work just fine on my phone and other devices.
Hello, JSal_200
Welcome to the Microsoft community.
Thank you for your feedback. Since only Teams is working properly, it may be some driver or compatibility issue. Here are some troubleshooting options.
- Update your Windows system to the latest version, or if you are already on the latest version, try uninstalling the update. Open Settings, windows update, update history.
- Check and update the driver of Plantronics headset, go to your device official website to update the audio and bluetooth driver.
- Open Control Panel, Hardware and Sound, find your headset, make sure it is set as default playback device. If it is already the default playback device, press Win+X to open Device Manager, find your headphone brand +handsfree, right click to disable it.
If the above steps don't work, try testing the headset on another device (e.g. cell phone) to rule out hardware issues. If the problem persists, you can try contacting Plantronics/Poly/HP customer support for further assistance.
I look forward to your feedback, which will help me pinpoint your issue.
Best wish
Aaron| Microsoft Community Support Specialist
So I've got a Dell Precision 5570 laptop, and a Plantronics Savi 8210 headset (connected via USB, not BT). This used to work fantastically well, but recently I was "upgraded" to Windows 11 by our IT department (I'm in IT too, but I'm a network guy). Sadly they don't have any idea what's causing my issues, so I'm hoping that maybe someone here has an idea.
I've got two issues happening now. First of all, when I'm using my headset in Teams, and any other sound plays (like a new mail notification, for instance), the headset audio will cut completely out for a couple of seconds. This happens even when the headset is not configured as the default sound device - my dock's line out is. I'm not sure why playing a sound on a completely different device should cause my headset to cut out, but it has been ever since the upgrade.
The other issue is that the headset will sometimes just quit working. It still shows up, but Teams, WebEx, Zoom - none of them are able to hear any audio from the mic, and any sound output to the thing doesn't play. (Teams says "We can't connect to your audio device. Restart your computer and join again.") This will frequently happen in the middle of a call. Sometimes if I fiddle with the default sound device in Windows, it'll start working again, and other times I have to reboot.
I've read about other folks having the second issue with Windows 11, but unfortunately I haven't found any solutions. Anyone have any idea? This is driving me nuts, and making WfH nearly impossible. Thanks!