Microsoft Surface Headphones 2 connection issue with Surface Laptop 3

Anonymous
2020-08-09T23:57:35+00:00

Hello,

I have a problem with my Surface Headphones 2 wich was working very well with my android phone and my Surface Laptop 3 since today when I realised that my headphone could not work anymore with my laptop.

I dig into the problem and realised that my headphone works very well with my android phone but as soon as I pair it to my laptop, the headphone's voice says : "connected to" and doesn't say the name of my device as it used to do and since this moment, my headphones doesn't make any sound, even if I disconnect it completely from my laptop and connect it to my android, even when I shut it down it doesn't say "goodbye", it juste doesn't make ANY sound. The only way to fix it is to shut it down wait a few seconds for fully shutdown and then switch it back on and here the sound works again, but at the moment it tries to connect to my laptop again, it breaks it again.

I have tried full unpairing, removing / adding the headphones again on windows, in Surface Audio, in Bluetooth menu, I have tried factory reset, firmware reset, I have tried changing language to trigger something (the language did changed, but my problem still remains), I have checked for any update for the headphones or the laptop in windows update but I am already up to date for both.

The only way for now is to connect to bluetooth to my android phone only and to 3.5 jack to my laptop but that's very unfortunate as I can't be more in microsoft ecosystem using a Surface Laptop 3, Any helps or patch would be very appreciated !

Thanks in advance.

Surface | Surface Headphones | Setup and pairing | Windows

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

6 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-08-11T01:45:16+00:00

    Hi, Thomasdqr!

    Thanks for reaching out to Microsoft Community. We are sorry to learn you have issues with your Surface Headphones 2 when connected to your Surface Laptop 3. Thanks for taking the time to let us know about this.

    Please allow us to ask these questions:

    -Do you happen to have another Bluetooth accessory connected to your host device?

    -Does it exhibit the same issue?

    -Have you tried turning off your smartphone's Bluetooth before connecting the headset to the laptop?

    In the meantime, please do these steps on the device:

    • Run Bluetooth troubleshooter.

    Go to **Settings > Update & Security > Troubleshoot >**look for Bluetooth and run its troubleshooter.

    Please restart your device to apply the updates.

    1.) Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.

    2.) Press and release the power button to turn your Surface back on. You should see the Surface logo.

    If that doesn't work, use this two-button shutdown process to make sure your Surface turns off completely:

    1.    Press and hold the power button on your Surface until the screen turns off (about 30 seconds), then release it.

    2.    Press and hold the volume-up button and the power button at the same time until the screen turns off (about 15 seconds), then release both.

    The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.

    3.    After you release the buttons, wait 10 seconds.

         4.    Press and release the power button to turn your Surface back on. You should see the Surface logo. 

    Let us know how it goes.

    Kind regards,

    Janette_Z

    Was this answer helpful?

    0 comments