Surface left ear bud not working after update

Hi, EdwardWalker5!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn about your Surface Earbuds as the left earbud doesn't work after installing the update, as well as not being recognized by other host devices. This isn't the experience that we want you to have. Thanks for noting that taking the time to let us know about this and allowing us to help you out.

Kindly try out the steps below to troubleshoot the issue:

·        Place the earbuds back in the charging case for about 20 minutes, then try to reconnect to your laptop via the Surface Audio app.

If that does not resolve the issue, please try to restart the host device (kindly try out your laptop first, then your Samsung devices). 

·         If the issue is still present, kindly Reset Surface Earbuds.

·         Then try to Update Surface Earbuds again.

 Let us know how it goes. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards,

Janette_Z

Hi, EdwardWalker5!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn about your Surface Earbuds as the left earbud doesn't work after installing the update, as well as not being recognized by other host devices. This isn't the experience that we want you to have. Thanks for noting that taking the time to let us know about this and allowing us to help you out.

Kindly try out the steps below to troubleshoot the issue:

·        Place the earbuds back in the charging case for about 20 minutes, then try to reconnect to your laptop via the Surface Audio app.

If that does not resolve the issue, please try to restart the host device (kindly try out your laptop first, then your Samsung devices). 

·         If the issue is still present, kindly Reset Surface Earbuds.

·         Then try to Update Surface Earbuds again.

 Let us know how it goes. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards,

Janette_Z

Kia ora Jannette,

Thank you for your prompt reply.

I completed the steps you provided (twice) and still no avail.

I was able to Reset the Surface Earbuds.

However, the left earbud is still not producing any sound. Also, when I attempt a 'Check for updates' the 'Connect charging case - Keep USB cable connected to your case' screen appears but doesn't move from this screen, even though the USB is connected to my laptop.

Any help would be much appreciated. The day when I received the ear buds last week and they worked, I was very happy with them. I'd be keen to get them working again.

Hello, EdwardWalker5!

Thanks for the update on this case and we're really sorry if the left earbud will still not produce sound even when it worked before. Since troubleshooting steps have been exhausted, the Surface Earbuds needs to be replaced. Kindly Contact Microsoft Support for replacement options. If you are outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

Regards,

Janette_Z

I'm having same issue with my new Surface earbuds left ear not working.  I'll try updating but frustrating to have this on a new product.  The set up was easy.

Hello,

Has this been resolved? I just received my surface earbuds yesterday and can not get the left earbud to produce any sound.