Surface Earbuds has a static hissing sound in left ear when on video calls.

Anonymous
2020-05-19T23:57:39+00:00

My main problem is that when I am using my Surface Earbuds with my Surface Book 2 and on video calls through Zoom there is a distinct static/hissing sound coming out of the left earbud when someone else is talking. The right earbud does not have this problem. When listening to music or making calls on my Galaxy S9+ I do not have this problem at all. The batteries have been fully charged before using them and I have also update the firmware to 3.0.0.5 which is the latest update available and still have this problem. When in a conference call the audio and mic are connected to Surface Earbuds Hands-Free AG Audio.

Surface | Surface Earbuds | Settings

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  1. Anonymous
    2020-05-22T16:04:18+00:00

    Surface Book 2 has all of the recent May updates and I've done multiple factory resets on the earbuds.

    When using the Surface Earbuds Bluetooth connection I'm able to get quality sound through the right ear bud but I pick-up a fair amount of static/dead noise in the left ear bud when using Teams. If I switch to another audio source (e.g. Spotify), the connection totally breaks and the audio skips/chops.

    When using the Surface Hands-Free AG connection the quality of sound is simply not functional, as it constantly crackles with significant static, especially in the left ear bud.

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  2. Anonymous
    2020-05-22T00:49:49+00:00

    Hello, Azure_19!

    Stepping in for Marrion. Can you check your Surface Book 2 if it has the latest Windows Update installed? The Surface Book 2 Update History shows that the most recent one was released earlier this month. Please go to Settings > Update & Security > Windows Update > Check for Updates. Once done, please observe your earbuds. 

    As for the audio quality, is this described as a blow, hissing sound? Does it last for a short period of time (less than 60 seconds) or last longer?

    If there is static noise and muffling, kindly try a full factory reset. If you already did and the issue is still present, I am afraid the earbuds needs to be sent in for replacement. 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.

    We hope this helps you out.

    Regards,

    Janette_Z

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  3. Anonymous
    2020-05-20T23:47:21+00:00

    Hello, everyone!

    Can you check which audio profile is selected when the issue happens? Does it happen on either or both?

    Thanks!

    Regards,

    Janette_Z

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  4. Anonymous
    2020-05-20T16:01:26+00:00

    Surface Book 2 on Win10

    Google Pixel 2 on Android10

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  5. Anonymous
    2020-05-20T15:26:07+00:00

    Hello, Azure_19!

    What is the make and model of your Windows 10 device? How about your mobile phone, may we also know the brand and model, as well as its current OS?

    Regards,

    Janette_Z

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