Headphones repeatedly remind me of connections & time remaining

Anonymous

After downloading and switching over to the new Surface Audio application, my original Surface Headphones now decide to play the powering on message (time remaining and current connections) every little while.

At first I thought it was just when the time-remaining dropped by an hour, but it's happened twice in the last 20 minutes and I have not changed the connected devices during that time.

Even worse, it's happened on my last two work calls (using Microsoft Teams) and now I'm hesitant to use them if it's going to cut off what my boss is saying.

I have only noticed this problem since switching over to the new app and I'd love to have confidence in this device again! Please fix this!

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9 answers

Anonymous

2020-06-25T17:07:17+00:00

Microsoft, any advise?
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Anonymous

2020-07-11T09:11:48+00:00

Hi @Microsoft Team, bunch of people are waiting for resolution here!

Meanwhile I tried to "Reset the firmware on your headphones" as per described below in this article: https://support.microsoft.com/en-us/help/4470092/reset-surface-headphones with no success.

Look forward to hearing from you.
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Anonymous

2020-07-20T16:02:24+00:00

I'm experiencing the same issue.

They are not battery or other notifications, the headset seems to restart and goes through the power-on voice prompts all over again. During that time, the headset appear as disconnected from the PC, forcing some communication apps to switch to another audio device, or even crash (Skype doesn't seem to handle the sudden device disappearance well).

It is not a disconnection initiated by a problem from the PC side, as even if the Bluetooth stack crashed, or is manually disabled through device manager, the headset would then play the "You're disconnected from [PC name]." and only the "You're connected to [PC name]." when Bluetooth is available again.

Instead, what we're experiencing is the headset stops audio completely, plays the full power-on "Hi, you've got about [time] hours of battery left. You're connected to [PC name].", and temporarily appear as disconnected from the PC.

This makes the headphones very inconvenient to use for music, and simply impossible to use for conference calls, at it can just stop audio for several seconds at any time.

Already tried resetting headphones to default factory settings through the app, as well as pairing only the PC (not the smartphones). Still happens shortly after reset and when paired to a single device, and pairing only for audio, cancelling the new Office Bluetooth LE secondary connection when requested.

This happens several times a day, regardless of the remaining battery capacity.

Surface Headphones 1st Gen

Firmware version: 1.0.4.44.21

Hardware version: 1830-120

Language: English (US)

Connected to Surface Book 2 15"

I have experienced the same issues and tried all of this. I eventually just sent my headphones back. I haven't received the new ones in return yet but wasn't convinced it was a hardware issue, but maybe it was.
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Anonymous

2020-10-09T11:52:11+00:00

Hi,

Sorry, I don't have this exact issue but is there a way of turning off the "connected to...." notification. It's really irratating as if I have a call coming in and turn on my headphones I have to sit through this notification which will either cause me to miss the call, or I'll answer it but won't be able to hear anything until the notification has finished.

I looked through the Surface Audio app but can't see anything obvious.

Thanks

Alex
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