Fixes for the most common Poly Rove 20 DECT Handset problems, from the quickest checks to when to contact Poly. Start at the top: most issues are a setting, a cable or firmware.
Quick checks
- Charge it, then turn it off and on again.
- Reconnect the USB cable or dongle, straight into the computer.
- Update the firmware. How
No sound, or people can't hear you
- Check the mute button or mute light on the device and in the app.
- In Teams, Zoom or your softphone, select this device as both microphone and speaker.
- For wireless models, make sure it's connected to the dongle or phone you think it is.
- Update the device firmware and the app.
Bluetooth or dongle won't pair
- Put the device in pairing mode and remove the old pairing from your phone or computer first.
- Plug the USB dongle directly into the computer, not a hub.
- Re-pair the dongle using the manufacturer's desktop app.
- Charge it fully: low battery can prevent pairing.
Keeps disconnecting or drops out
- Use wired Ethernet rather than Wi-Fi, and check the switch port for errors.
- Charge it: low battery causes Bluetooth dropouts.
- Update firmware.
Won't turn on or won't charge
- Charge it for at least 2–3 hours with the original cable.
- Try another USB port or charger.
- If the battery no longer holds a charge, contact the manufacturer about warranty service.
When to contact Poly
If none of this works, the device may need warranty service. Open a case on Poly support. Bought from us? Contact us and we'll help with the claim.
More Rove 20 DECT Handset guides
- Rove 20 DECT Handset buyer's guide: specs and price
- Rove 20 DECT Handset: setup guide
- Rove 20 DECT Handset: full specs
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