Earbuds don't automatically connect to phone when removing from case, or stays connected when put away

Anonymous
2020-05-18T17:34:38+00:00

This issue is intermittent, but every 3-5 times I take the earbuds out of the case and start playing music on my phone, it plays out of the phone's speakers instead because it has not automatically connected to the earbuds. Also, the earbuds occasionally stay connected even when put away, so I have to turn my bluetooth off manually if I want to play something on my speakers.

I just tried putting my earbuds back in their case now, and they're still connected to my phone. I can hear music playing if I put the case up to my ear, so they clearly haven't realized they've been put back in the case. And the light on the case is blinking white, indicating they are charging, so it's not like they haven't been inserted properly.

Is this specific to my device, or are other people having this issue?

EDIT: I tried this a few more times, and I now I notice another problem: the audio quality is terrible every once in a while, as if it automatically selected the low-energy bluetooth option. Turning bluetooth on and off usually fixes this. What is happening?

Surface | Surface Earbuds | Setup and pairing | Android

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  1. Anonymous
    2020-05-19T02:22:30+00:00

    My phone is a Samsung Galaxy S10 (Android). I have also noticed this happening when connected to my Windows 10 PC, too.

    The Earbuds are up to date with the latest firmware (3.0.0.5). They have also been factory reset after making the original post, and the issue is still occurring.

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  2. Anonymous
    2020-06-08T06:42:58+00:00

    I have the seemingly same problem, with the difference being that I have to manually pair every time, which takes the usability of them down A LOT. What can be done to solve this problem?

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  3. Anonymous
    2020-05-23T02:22:47+00:00

    I have the same problem, but on an iOS device.  I notice that when this happens, the right earbud is not charging (when placing in the case, red light flashes).  I tried removing and placing in case several times, but still have the same problem.  I tried soft resetting them and it doesn’t seem to work.  It happened to me once before, and I got the issue to go away by adjusting the tip.  This time, I tried to do the same, and no luck

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  4. Anonymous
    2020-05-19T02:11:20+00:00

    Hi MJKleiman,

    Thank you for reaching out to Microsoft Community.

    May I know the make and model of your phone and its OS? Android, Windows or IOS?

    Please make sure to Update your Surface Earbuds first including the case then observe if issue persist. You may check if the Earbuds is up to date through the Surface Audio app > About. Please check under Firmware, it should be 3.0.0.5.

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Kind Regards,

    Marrion Y.

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