Plantronics Voyager 5200 UC crashing softphone

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joe-goodlund1857 asked Sep 27, '16 mike commented Jun 28, '17

Plantronics Voyager 5200 UC crashing softphone

I recently purchased a Plantronics Voyager 5200 UC headset and every time it connects to my PC the softphone crashes. Once I restart the softphone everything works correctly. Then if I disconnect the Plantronics Voyager 5200 UC and reconnect the softphone crashes again. Case Number: 05033685 PC: Surface Pro 3 with Windows 10 Pro 64-Bit Headset: Plantronics Voyager 5200 UC- Firmware v.117 Ringcentral Softphone Version: 8.2.1.22660

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robert-s1 commented · Jun 27, 2017 at 06:05 PM

I have a similar issue. When using the headset with softphone, i hear crackling and users on the other end cant hear me.

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mike robert-s1 commented · Jun 27, 2017 at 06:38 PM

Off topic from main conversation Please reference the new conversation here: When using the headset with softphone, i hear crackling

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Answer 1 · 2016-09-27T17:47:08Z

andrew2014 answered Sep 27, '16 mike commented Nov 27, '17

Hi joe, We had the same issue with the Voyager Focus UC after an upgrade. What we do as a work around is disable the Plantronics Hub from starting up with windows. If it isn't running, the softphone never crashes, but if it is running we get exactly what you have described.

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mike commented · Sep 27, 2016 at 06:23 PM

Andrew, would you mind posting your system info like Joe did above?

I'm wondering if this is a Windows 10 issue. Also, if you haven't opened case you are welcome to do so.

Mike

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Answer 2 · 2016-09-27T18:34:12Z

joe-goodlund1857 answered Sep 27, '16

Disabling Plantronics Hub from start-up fixed the problem. Thanks for your help this was driving me crazy.

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Answer 3 · 2016-09-27T18:39:20Z

mike answered Sep 27, '16 joe-goodlund1857 commented May 10, '18

Thanks for helping out Andrew. Do you then need to manually restart the hub software to use the device and have all call controls?

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joe-goodlund1857 commented · Sep 27, 2016 at 06:51 PM

No need to start the Hub Software again. It is my understanding that the Hub software is used to send setting to your headset. Once these setting are sent there is no need for the software to run. I have taken a few calls now and the Hub software is not running

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andrew2014 commented · Sep 27, 2016 at 06:50 PM

Hi Mike, unfortunately, you can't open the hub software without crashing the softphone so you have to go on with limited controls. Luckily, the basics are already integrated between plantronics and RC softphone so most of the common ones will work.

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Answer 4 · 2016-09-27T18:46:10Z

mike answered Sep 27, '16 joe-goodlund1857 commented May 10, '18

Also, Have either of you by any chance checked to see if there's an updated version of the HUB software?

Mike

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joe-goodlund1857 commented · Sep 27, 2016 at 06:49 PM

Yes the software is up-to-date.

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Answer 5 · 2016-09-27T18:50:11Z

andrew2014 answered Sep 27, '16

Hi Mike, as of the time I gave up, there was no update, but I haven't checked in the last few weeks or so.

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Answer 6 · 2016-09-27T20:03:47Z

mike answered Sep 27, '16 aaron-grow3201 commented May 10, '18

Also, we are right in the middle of pushing out Softphone version 8.3. Are both of you still on 8.2.1?

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aaron-grow3201 commented · Sep 27, 2016 at 09:02 PM

I am on 8.2.1. Will version 8.3 fix this problem?

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mike commented · Sep 27, 2016 at 09:03 PM

I'm not sure.. but if you are willing to test with me, I'll email you a download link?

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andrew2014 commented · Sep 27, 2016 at 09:05 PM

I'm on 8.2.1 also. On windows 10

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mike commented · Sep 27, 2016 at 09:06 PM

I'll send it to you too Andrew

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aaron-grow3201 commented · Sep 27, 2016 at 09:08 PM

yes please. I uninstalled the plantronics hub and my ringcentral app softphone still crashes as soon as I turn on my headset. I will download the update and see what happens.

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Answer 7 · 2016-09-28T19:40:56Z

mike answered Sep 28, '16

Can you call confirm that you have this setting turned on?

Go to Settings > Sound and look for the Plantronics headset switch.

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Answer 8 · 2016-09-28T19:46:39Z

mike answered Sep 28, '16

For anyone else having this issue, feel free to open a support case. You really shouldn't have to disable the Hub software.

In your case notes, be sure to include your computer's OS, the version of RingCentral Desktop, and the version of the Plantronics hub software.

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Answer 9 · 2016-11-05T15:05:47Z

robert-s1 answered Nov 5, '16

I was considering purchasing the Voyager 5200UC and upon doing some research stumbled across this thread. Can you let me know if this issue has not been resolved such that the HUB software does not need to be disabled? And also if you like the headset paired with RingCentral desktop?

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Answer 10 · 2016-11-05T16:23:04Z

joe-goodlund1857 answered Nov 5, '16

The HUB software does need to be disabled or the RingCentral soft phone will crash. With that said I still really like the headset and use it everyday whith my RingCentral PC soft phone. I no longer use my physical desk phone because this headset works so well.

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