Fixes for the most common Poly Sync 10 problems, from the quickest checks to when to contact Poly. Start at the top: most issues are a setting, a cable or firmware.
What the Sync 10 has
Check the problem against what this model actually has:
- Microphones: Two-microphone steerable array
- Audio: Full-duplex
- Connection: Wired USB Type-A, USB Type-A/C adapter
- Power: Powered by USB connection
- In the box: wired speakerphone
Quick checks
- Restart the device: unplug power for 30 seconds, then reconnect.
- Reconnect the cables, using the ones that came in the box.
- Check that the Sync 10 is selected as the microphone and speaker in Teams, Zoom or Meet.
- Update the firmware. How
No sound or people can't hear you
- Check the device isn't muted (look for a red mute light).
- In the meeting app, select the Sync 10 as both microphone and speaker.
- Check the volume on the device and on the computer.
- Move laptops and their fans away from the microphones.
Echo or feedback
- Make sure only one microphone and one speaker are active in the room: mute laptops that also joined the meeting.
- Don't run the room's audio through both the device and the TV speakers at the same time.
- Hard, bare rooms reflect sound. Rugs, curtains or acoustic panels reduce echo a lot.
- Update firmware: echo cancellation improvements often come in updates.
Keeps disconnecting or drops out
- Use the original cable and a direct port on the computer; long or cheap USB extensions cause dropouts.
- Turn off USB power saving on the computer (Windows: Device Manager → USB Root Hub → Power Management).
- Update firmware and the meeting app.
Won't turn on or status light is red/blinking
- Check the power adapter is the original one and firmly connected, and try another outlet.
- Unplug for 30 seconds and power it back on.
- Check the status light meaning in the user guide; a blinking light during startup or updates is often normal.
- If it never finishes starting, contact the manufacturer's support for a recovery.
When to contact Poly
If none of this works, the device may need warranty service (Poly warranty: Poly standard two-year). Open a case on Poly support. Bought from us? Contact us and we'll help with the claim.
More Sync 10 guides
- Sync 10 buyer's guide: specs and price
- Sync 10: setup guide
- Sync 10: Teams, Zoom and Google Meet
- Sync 10: what room size it covers
- Sync 10: full specs
- Sync 10: alternatives compared
- All Poly speakerphones compared
Related guides
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