Fixes for the most common Poly Sync 20 problems, from the quickest checks to when to contact Poly. Start at the top: most issues are a setting, a cable or firmware.
Poly's own notes for the Sync 20
- Won't power on first time: ships in Deepsleep mode; connect the USB cable to power to activate.
- Slow charging: use a wall charger or quick-charge USB port.
- Teams model works with the Teams desktop app, not the Teams mobile app.
What the Sync 20 has
Check the problem against what this model actually has:
- Microphones: 3-mic steerable array, pickup about 7 ft
- Connectivity: USB-C (USB-A adapter included), Bluetooth
- Battery: 3200 mAh, up to 20 hours talk time
- In the box: Poly Sync 20 with USB-C to USB-A adapter, lanyard and carrying pouch
Quick checks
- Charge it, then turn it off and on again.
- Reconnect the USB cable or dongle, straight into the computer.
- Check that the Sync 20 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 20 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 or dongle 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).
- Charge it: low battery causes Bluetooth dropouts.
- Update firmware and the meeting app.
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 (Poly warranty: 2 years). Open a case on Poly support. Bought from us? Contact us and we'll help with the claim.
More Sync 20 guides
- Sync 20 buyer's guide: specs and price
- Sync 20: setup guide
- Sync 20: firmware updates
- Sync 20: Teams, Zoom and Google Meet
- Sync 20: what room size it covers
- Sync 20: full specs
- Sync 20: alternatives compared
- All Poly speakerphones compared
Related guides
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