Plantronics Voyager Legend loose USB-connection?

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-Remo- Author

Level 1

5 points

Plantronics Voyager Legend loose USB-connection?

Hello all,

I need some help with my Plantronics Voyager Legend headset.

Previously I could update firmware and do “special mode settings” on the

headset with the Plantronics Hub software on my iMac (late 2013). But this is

not working anymore.

When I connect the headset with USB-cable to my iMac, the

headset is found and recognized. But as soon as I try to update firmware or

change its settings, the connection to the headset is lost.

I have tried the following with no success:

Resetting SMC and NVRAM
Several different USB cables
All available USB ports behind the iMac
Different versions of the Plantronics Hub (Ver 3.18, 3.17, 3.16)
Also, the iMac firewall is deactivated
And finally, no other external units have issues with the USB connection to the

computer

The headset is working properly and can be updated and/or

customized via “special mode settings” if I use a PC, so this issue is Mac or

MacOS related.

I would appreciate all help to solve this issue. :-)

Best regards,

Erik

iMac 21.5″, macOS 10.15

Posted on Aug 19, 2020 2:12 AM

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Answer 1

-Remo- Author

Level 1

5 points

Aug 26, 2020 8:19 AM in response to sterling r

Hello sterling r,

Its been a while since the last time I connected my headset to the Mac (perhaps a year ago). But previously they worked perfectly together with no issues at all.

So I'll guess my compatibility issue has something to do with macOS, probably the update to Catalina. I have no other new apps I suspect causing these issues.

When I speak to Plantronics they only refer to the Mac firewall or some other Mac settings, blocking the connection to the headset. They don't mention compability issues with their hardware or software at all.

At the same time I can read in Plantronics Base that some other plantronics devices have the same issues updating firmware in a Mac (as a known issue). Plantronics solution here is simply "use a PC instead". (See the 2 links below)

Maybe its time to buy to another headset from another supplier with better support.

https://www.poly.com/gb/en/support/knowledge-base/kb-article-page?type=Product_Information__kav&lang=en_GB&urlName=SF22708&t=All&k=

https://www.poly.com/gb/en/support/knowledge-base/kb-article-page?type=Product_Information__kav&lang=en_GB&urlName=KB23542&t=All&k=

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Answer 2

chuck_3rd

Community Specialist

Aug 19, 2020 2:40 PM in response to -Remo-

Hi there -Remo-,

It sounds like you need help with your bluetooth headset firmware and settings update. You have done some great troubleshooting to start. From here you would want to contact the manufacturer to make sure that the device and software is compatible with the macOS version you are using. Contact Poly (formerly Plantronics) support here: Contact Poly Support.

We hope this helps.

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Answer 3

sterling r

Community Specialist

Aug 25, 2020 1:40 PM in response to -Remo-

Hi again -Remo-,

We know since all other USB devices work in your computer that the Mac is working properly. It is likely a compatibility issue with your software or hardware between the Mac and the headset. Did this issue begin after a macOS update or an app install? If this is a compatibility issue, Poly support would be the ones that could develop a new software version to resolve it, so you may need to contact them again to have this issue resolved.

We look forward to hearing back from you.

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Answer 4

jdo_apple

Community Specialist

Aug 27, 2020 1:15 PM in response to -Remo-

Hi again -Remo-,

If you have any other questions about this issue, you can reach out to Poly Support again. We can help double check your Mac settings if you reach out directly to Apple here as well: Get Support.

We hope this issue gets resolved for you.

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Answer 5

-Remo- Author

Level 1

5 points

Aug 20, 2020 10:59 AM in response to chuck_3rd

Thanks for the feedback. :-)

Unfortunately to say, I have discussed the lost USB-connection with Poly Support in Sweden and they seem of no interest addressing the issue to their software.

Meanwhile, I have tried adding Plantronics Hub in several categories in the tab Integrity under System settings, but with no success. The problem persist.

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Answer 6

-Remo- Author

Level 1

5 points

Aug 28, 2020 12:44 AM in response to jdo_apple

Hello jdo_apple,

I have now contacted Apple support. We tried to create a new user and install Plantronics Hub there, but that didn't solve the issue.

The next step would have been to re-install macOS, but I backed off from this action.

Also, Platronics Hub is recently updated to version 3.19, but the connection problems are still there.

Anyway, thank you all for great support and feedback. :-)

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Plantronics Voyager Legend loose USB-connection?

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