Surface Earbuds sound cuts in and out almost constantly. Especially when using left alone.

Hi, Musingsofabeachgirl!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have issues with your Surface Earbuds. Thanks for taking the time to let us know about this and allowing us to help you out. The only time I noticed the audio cuts in and out is that whenever I am far not near the host device and if there are barriers blocking the connection. May we know if you tried another device to see if the same thing is happening?

In the meantime, kindly try out these steps to troubleshoot the issue:

• If using Windows 10, check if the correct audio profile is set as the default Windows sound.

The correct audio profile needs to be selected based on the type of audio being listed to optimize the sound.

1.) Select the audio icon in the Windows taskbar.

2.) Select Headphones (Surface Earbuds Stereo) if listening to music

      or select Headset (Surface Earbuds Hands-Free Audio AG) if making phone calls.

• Check to see if the equalizer was changed to a setting that may cause this issue. Reset the equalizer to the default Flat if it was changed by following the instructions in Manage Surface Earbuds settings to change equalizer settings.
• Close the application that is being used as the audio source on the host device and then open again.

This helps reset the app in case there's an issue with it.

• Place the earbuds back in the case for at least 15 seconds and then remove them.

This will force the earbuds to power off and then back on as well as force a reconnection to the host device.

• Restart the host device (your Windows 10 device or smartphone.
• Check to see if there's a firmware update available via the Surface Audio app.

Please open this page to be guided on how to Update Surface Earbuds.

• Reset the earbuds.

Follow the steps in Reset Surface Earbuds to reset Surface Earbuds to factory settings.

After the Surface Earbuds reset, they should be in pairing mode again.

If they are not, follow the steps in Set up Surface Earbuds to set up the Surface Earbuds in the Surface Audio app.

We hope this helps you out. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

Janette_Z

Not the OP but i have been having this same problem.

It happens occasionally with all devices and apps. I know that that can just happen with bluetooth devices. But it happens more with my Surface Earbuds than i have ever experienced before. And i am only talking about when i am within a few feet of the connected device and no obstructions.

I have been specifically having this happen very frequently while streaming audio from FireFox, connected to my Dell PC using (Surface Earbuds Stereo). I have restarted and reconnected both devices several times, this has persisted for at least 4 days. From this PC i have more of these cut out when listening to spotify than i do from my phone, but no where close as when i am using the browser.

I also have this issue when i switch to my surface headphone but even streaming from the same site it happens a couple time an hour compared to every few minutes with the earbuds.

We're sorry to learn about this, RowdyBedsaul.

If the steps above didn't help and the issue happens on your Dell PC, you might want to check with Dell Support for driver updates. If you already did, kindly Contact Microsoft Support.

Regards,

Janette_Z

This did not seem to correct the issue. The sound cuts out when i. am holding my decive. I have them linked to my iphone ( i prefer the way they fit and look to the airpods) any soecific suggestions for iphone users?