Microsoft Surface Headphones 2 connection issue with Surface Laptop 3

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.

• Run Surface Diagnostic Toolkit and make sure to complete the tasks.
• Force shutdown the device and restart.

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

Hello,

I already have a mouse and keyboard connected by bluetooth that works fine, I even tried connecting Airpods that worked fine too.

I tried my surface headphones 2 on another computer it worked too.

The problem remains only with my surface laptop 3.

I ran both bluetooth troubleshooter and Surface Diagnostic Toolkit without any issues.

I tried rebooting by Surface Laptop 3 as mentionned in your messages. 

I also tried, after contacting your support on phone, reinstalling windows keeping my apps and data, but with no luck, my problem still remains.

Hi, 

I have the same exact problem, do you happen to solve this issue yet? 

Best regards

Joshua Ng

Hi,

Yes I finally did. This is ridiculous but the issue was the length of the name of the bluetooth headphones for my laptop. The max length is something like 15 characters I think, so just rename your headphones with a shorter name and it should solve your issue.

Regards,

Thomas.

Hi Thomas,

OMG, just changing the name fixed the problem INSTANTLY. And to think that Microsoft support staff asked me to do so many redundant troubleshooting and even want me to do an in-house upgrade. Unbelievable support from Microsoft Service.

Below is just one of the email they gave me. It just pisses me off just thinking that I had spent so much time doing the troubleshooting using there advise. Thank god i found your post. Once again, appreciate it so much. Microsoft support should give you half their salary. Jeez...

Quote

1. Update Surface Headphones

1. Set up your Surface Headphones in the Surface Audio app – Pair it
2. Plug the USB cable into your Windows 10 PC, then plug the other end into the USB-C port on your headphones.
3. Open the Surface Audio app, and then select Devices > Surface Headphones.
4. Select Updates and see if any updates are available. If an update is available, select Update now.

*The update will take a few minutes to download, and you can use your headphones during this time. After the download, your headphones will restart and the update will take a few minutes to install. If your Surface Headphones don't restart after a few minutes, press and release the power button quickly to turn on your headphones and reconnect.

2.UEFI

1. Please shut down your device.
2. Press volume up button for 6 second, and continue to press start button without letting go both hand, until the page pops up.
3. Select Exit

3.Uninstall reinstall driver

1. Search > device manager > Select “view” > choose “show hidden device” > choose for Audio inputs & output > open the selection > uninstall all the selection. (Caution: Please do not tick the box been shown)
2. Exit and restart your device.
3. Please try to restart and see the issue been solve or not.

4. SDT

The tool will check and install pending updates as well as check built-in feature functionality then repair issues it may detect.  It will run for about 15 minutes or less, but could take an hour or longer, depending on your internet speed, whether updates need to be installed, and the repairs the tool must do.

To run the Surface Diagnostic Toolkit please follow the instructions below:

1. Get your devices ready and gather information.

Make sure your Surface is connected to the internet. If you’re having Wi-Fi problems, go to Surface can't find my wireless network

Save all of your files and close all open apps and programs.

Plug your Surface in and keep it connected to power during this process.

2. Download then run the Surface Diagnostic Toolkit.

Click this link: https://aka.ms/surfacedt to download the toolkit.

Select Open or Run, and follow the on-screen instructions.

Note: You may be prompted to restart your Surface after the tool checks and installs the latest updates, and repairing Windows and Surface applications to complete the diagnostic run. Once the device restart, the tool will continue with the rest of the tests which will require you to follow some of the instructions.

3. If there are issues detected, details will be provided in the Details of your Test Results link. Once a full test has been carried out, a Run ID will appear on the Telemetry page.
4. Once diagnosis is completed, get the following from the Telemetry page (clock-like icon at the left pane) within the tool.

Reference ID:

Last Run/Completed Date:

5. Once everything is completed and the tool is closed, get the updated OS version and build of your Surface.

Select the Start button > Settings > System > About.

Under Windows specifications, check which edition and version of Windows your device is running.

For more information of SDT: Surface Diagnostic Toolkit

Note: Once you have completed all the tests, at the end screen left panel you will see a "Clock" symbol/icon. Please press that to get the following information

If you have any questions or concerns, please let us know by responding to this email.

Unquote.

Sincerely thank you,

Joshua