Surface headphone connected but no audio

Hello Eisa Hedayati,

We will going to update your Surface Device. Please click this link: Surface Headphones .

Keep us posted the outcome.

Regards, 

Cleofe_P

Well, so far there is no update available. Does in mean that you are going to fix the issue in a future update?

Hello Eisa Hedayati ,

We would like to know if you have Cortana installed in your Android phone? If No, you need to install first the Cortana App in your phone.

We need to do this troubleshooting steps to fix the issue.

• When you say it is not working, do you mean that the Surface Headphones are connected but not getting any sound? Or do you mean the headphones are not able to pair again to the device?
• Have you tried pairing the Surface Headphones to a different device? Is working when it is paired to a different device?
• When on pairing mode, does your Surface Headphones appear in Bluetooth Settings of the first device ?
• Is there an error message when you try pairing the Headphones to the first device?

Here are the basic troubleshooting steps we suggest you do:

1. Verify if host device is compatible with the headphones. (Surface headphone requires a host PC that supports Bluetooth 4.0 connectivity)
2. Remove the headphones on the host device if they were previously paired, and then try to pair again. (Removing/unpairing the headphones will clear out any Bluetooth connections to the headphones)

**First,**unpair the headset from the host device using these instructions:

On Windows

• Go to Settings > Devices >Bluetooth or Other Devices.
• Select Surface Headphones
• Select Remove Device.
• When asked if you want to remove the headphones, select Yes.

On Apple iOS

• Go Settings > Bluetooth.
• Select the “i” icon to the right of Surface Headphones.
• SelectForget This Device.
• Select Forget Device to confirm that you want to remove the headphones.

On Android (steps may be different by device OEM)

• Go to Bluetooth settings.
• Click the gear icon next to Surface Headphones.
• Select Unpair.

Second, re-pair the headphones to the host device by following the instructions in these articles:

Set up Surface Headphones with Cortana (US only)

Set up Surface Headphones (non-US)

3. Restart the host device. (Restarting the device refreshes any drivers or firmware that may be experiencing issues.)

4. Try to pair by using the app. *(*The app may help resolve any pairing issues.)

• Cortana Device Setup app (Windows – US only)
• Cortana app (iOS/Android – US only)
• Surface Headphones app (UK)

5. Reset the headphones back to factory settings. (Resetting the headphones back to factory settings will remove any previous Bluetooth connections on the headphones.)

• Press and hold the power button for about 20 seconds, until you hear that your headphones have been reset to the factory defaults. The headphones will be put into pairing mode, and you will hear, “You’re ready to pair,” and the LED will be flashing white. Try to pair the headphones again.

6. Run the Bluetooth Troubleshooter (Windows only). 

The Bluetooth Troubleshooter will run a series of scripts and actions to locate and resolve a Bluetooth issue on the host PC. It

will also send Microsoft Bluetooth status logs and other data about Bluetooth on the device has opted to share data with Microsoft in Settings.

• Go to Settings > Update & Security > Troubleshoot.
• In the list of available troubleshooters, select Bluetooth.
• Follow the on-screen instructions.

• The troubleshooter will tell you the result of the test. If the issue is resolved, try to pair the headphones again. If there’s no resolution available or unable to resolve, go to the next step.

7. Try to pair to another Bluetooth host. ( If other Bluetooth devices can’t connect to the host device, the problem may be an issue with the host device.)

***If this resolves your issue, please indicate “Yes”, so that other learners can benefit, and please take our short survey to let us know if your support experience has been great or how we can improve.***

Thank you,

Cleofe_P

Thanks for the long message. However, I suggest you read my original question more carefully before posting a reply. 

Here is my original question so as to refresh your mind:

This issue started a couple of days ago. When I turn on the headphone, it says: "Hi, ... you are connected to (my phone name)". On the phone, it shows that the Bluetooth is connected to the headphone. But the audio output is still the phone speaker. I have to open the Cortana app, tap on the headphone and try to navigate to setting and go back and it randomly gets fully connected. 

Sometimes, I have to turn off the headphone, and tap lets connect on the Cortana app and turn on the headphone. Sometimes it works in this way.

I bought this headphone a couple of weeks ago. It used to get connected with redirecting the audio to the headphone immediately after turning on. I wonder what is wrong now.

What I tried:

1. Restarting the phone.
2. Restarting the headphone.
3. Factory resetting the headphone (solved the issue for a couple of days).

I'm not sure why a factory reset is working for a period of time. This is reoccurring.

Technically, your valid questions could be:

1. Does my host device have Bluetooth 4.0 or higher? Yes

2. Is there an error message when you try pairing the Headphones to the first device? No

I cannot do the following:

 Run the Bluetooth Troubleshooter: I don't have a windows device. Just a Linux device with no Bluetooth Troubleshooter like what you posted.

Reset the headphones back to factory settings

I already addressed this part in my original question. 

Next time that this problem occurs I'll try connecting it to another device.