Headset issues

Question

Poly Voyager 4300 series will start off working in a teams meeting and then suddenly stop. Now I can't get it to work at all.

Answer 1

Good day LaDonna,

Thank you for sharing your concern.  

Just to gently clarify before we go any further, this is a user‑to‑user support forum. I don’t have the ability to access or investigate individual accounts because this is a user to user support forum. Moderators and contributors, including external Microsoft employees, do not have access to internal systems or the ability to directly take action on Microsoft product features. However, I truly hope I can help review your situation, offer some guidance, and support you in finding the right next steps as best as possible.   

This issue is most commonly related to Microsoft Teams using the wrong audio device, the headset being disconnected or unavailable to Teams, Bluetooth connection instability, or Teams/OS audio settings not being fully updated or aligned. 

Since you didn’t mention whether you’re using Teams on the web or the desktop app (Windows or macOS), or whether it’s a work/school or personal account, please try the following workarounds to help identify the issue: 

Make sure your operating system, Teams desktop app and web browsers are fully updated to the latest version.    

Option 1: Reset your device 

Please right-click your taskbar > Select Task Manager > Locate Microsoft Teams, then right-click it > Select End task. 

Disconnect your Poly Voyager 4300 headset. 

Please restart your device, reconnect your headset, and test it again. 

Option 2: Check physical mute settings on the headset 

The headset may be muted directly from the device. 

Check whether the mute button on your Poly Voyager 4300 has been activated. 

Verify that the headset is not muted through any inline controls or dock (if applicable). 

Ensure the headset is powered on and connected properly. 

Option 3: Try Teams on the web or another calling app. 

Open your browser and go to https://teams.microsoft.com/v2/  

Sign in with your account. 

When prompted, allow the browser to access your microphone. 

Go to Teams settings > Devices and test your headset or join a meeting and try a test call. 

You can also try using another call app like Google Meet or Zoom to check if the issue still happens. 

Option 4: Check microphone settings in Teams 

Please ensure Teams is using the correct headset for both speaker and microphone. 

Open Microsoft Teams > Go to Settings > Devices. 

Under Audio settings, confirm that both: 

• Speaker = Poly Voyager 4300 
• Microphone = Poly Voyager 4300 

Select Make a test call and verify audio is working. 

• If you are already in a meeting: 

Select the arrow next to the microphone icon. 

Choose More audio settings. 

Confirm Poly Voyager 4300 is selected as the active audio device. 

Option 5: Verify headset permissions in Windows 

Make sure Windows allows Teams to access the headset. 

Open Windows Settings > Go to Privacy and security > Select Microphone. 

Turn on Microphone access. 

Turn on Let apps access your microphone. 

Make sure Microsoft Teams is enabled. 

Turn on Let desktop apps access your microphone. 

• If all options are already enabled: 

Turn them off. 

Turn them back on. 

Restart your device to apply changes. 

Option 6: Check Windows sound input settings 

Please confirm the headset is recognized by Windows. 

Open Windows Settings > System > Sound 

• Under Output, verify that Poly Voyager 4300 appears as the selected speaker. 
• Under Input, verify that Poly Voyager 4300 appears as the selected microphone. 
• Speak into the headset and confirm the input level responds. 

If the headset is not detected: 

• Disconnect and reconnect the headset or USB dongle. 
• Try a different USB port. 
• Run the Input devices troubleshooter. 
• Follow the on-screen instructions. 

Option 7: Update or reinstall the audio driver 

Driver issues may cause the headset to stop working during Teams meetings. 

Here are the steps to update driver: 

Select Start and search for Device Manager > Open Device Manager. 

Expand Audio inputs and outputs. 

Right click Poly Voyager 4300 or related Poly audio devices > Properties > Select Update driver. 

Choose Search automatically for drivers. 

Follow the instructions and restart your PC. 

• If the issue persists: 

Right click the headset device in Device Manager > Properties > Select Uninstall device. 

Restart your computer. 

Windows will reinstall the driver automatically. 

• If it does not reinstall: 

Open Device Manager > Right click and select Scan for hardware changes. 

Additionally, when using a work or school account, the issue may be related to organizational policies or tenant-level restrictions set by your IT administrator. Should the issue continue after these steps, it’s recommended to contact your IT support team. In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

Additional information is available in the following resources: 
My microphone isn't working in Microsoft Teams | Microsoft Support 

Manage audio settings in Microsoft Teams meetings | Microsoft Support 

Fix microphone problems - Microsoft Support 

I hope this information is helpful. If you have any questions or need further support, please don’t hesitate to reach out at any time.  

Thank you for your patience and understanding.  

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