Surface headphones won't go into pairing mode - or reset

Question

Surface headphones won't go into pairing mode - or reset

Anonymous

I have Microsoft Surface 1 headphones and can't get them into pairing mode.

they work when connected via cable, but can't sync them to any bluetooth devices.

I've tried holding down the power button for 5 seconds, both when turned on or turned off as a starting point. doesn't do anything.

I've tried factory reset by holding power button for 20 seconds. doesn't do anything, just either turns them on or off depending on current state.

I've tried connecting to Surface app by USB cable but surface app won't recognise them, and asks me to hold the power button for 5 seconds to put into pairing mode.

they have definitely worked previously, but just not now.

I'm wondering if the Bluetooth is broken as they won't connect to anything that they have previously. I haven't used them for a while.

Any help would be appreciate.

thanks.

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5 answers

Answer 1

Hi Darren_486,

Thank you for reaching Microsoft Community. I'm sorry to hear about the pairing issue you are having with your Surface Headphones 1 and we appreciate the time and effort spent to troubleshoot prior to posting.

When you press and hold the Power button for 5 seconds, is there some LED activity or none at all?

Please try doing a firmware reset on the headphones using the steps provided below (Reset Surface Headphones (microsoft.com)):

Plug the USB cable into your Windows 10/11 PC or into a USB power adapter (not included) for a wall outlet.
Press and hold the power button on your headphones.
While still holding down the power button, connect the USB-C end to your headphones.
Release the power button.

After doing the reset, try pairing again and see if it resolves the issue.

Kind regards,

Marrion

Answer 2

Anonymous

Hi Darren_486,

We have noticed that you haven’t replied to our first response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.

Hope to hear from you.

Kind regards,

Marrion

0 comments

Answer 3

I'm having the exact same issue. None of the suggested solutions work: factory-reset (press power button for 5 seconds), firmware reset (power button for 20 seconds), or connect to laptop with Surface app, which just doesn't recognize the headphones even though I hold the power button for 5 seconds in pairing mode.

The headphone do work in wired mode, so when I connect them to my laptop using the USB-C cable.

Suggestions?

--Ron

Answer 4

Hi Darren_486,

We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage. Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

Thank you for spending time here in the Community.

Kind regards,

Marrion

Answer 5

Hi Ron-vdC,

Thank you for sharing. It seems to be a hardware issue already on the Bluetooth functionality of the headphones and I suggest contacting our live support for options available in having it replaced. You may contact them through the numbers listed in Global Customer Service phone numbers (microsoft.com) under For Business users. This works with Home users also, just select Surface then Home as a type of user in the IVR prompt. You may also reach them through this page: Contact Us - Microsoft Support following the steps below:

1: Go to Contact Us - Microsoft Support and sign-in your personal Microsoft Account

2: To make sure you are using the correct locale of the page, click the Globe icon on the lower-left corner of the page then select the country you are in.

3: Click Get support

4: On the Describe your issue box, type in Contact support then click on Get Help

5: Click on Contact Support at the bottom

4: On the next page, select Surface then Technical support then choose your Surface model and click on Confirm

5: These options should appear depending on which is available on you country. It would also show the available time of support if in case you accessed the page out of the time of operations.

       You may select **Provide your phone number and a support agent will call you** option and you will be ask to select and confirm your phone number then click **Confirm**. You will then receive a phone call from support in a while. 

      Selecting **Chat with support agent in your web browser** will ask you to confirm the email address associated with your Microsoft Account then click **Confirm**.

Kind regards,

Marrion