Surface Earbuds suddenly stopped pairing or connecting

Hi KS347,

Thank you for the response. I'm sorry to hear that the the issue persist.

Just to confirm though, the earbuds still shows the same behavior where the case will just keeps on flash white light and does not stop even after doing a firmware reset (following the steps given on the page: Reset Surface Earbuds (microsoft.com)), correct?

On your Windows device, kindly try going to Windows Settings > Bluetooth & devices > Bluetooth. See if there are entries listed that has something to do with the earbuds. If yes, kindly remove or disconnect them all. After disconnecting, try to follow these steps below and see if you are able to pair and connect the earbuds again:

1. Put your earbuds in the charging case.
2. Press and hold the Pair button on the bottom of the case for 5 seconds.
   The LED on the case will continuously flash white when your earbuds are in pairing mode.
3. On your Windows 10/11 PC, select Connect if a notification appears for your Surface Earbuds.
   Don’t see the notification? On Windows 10, select the Start  button, then select Settings  > Devices  > Bluetooth & other devices > Add Bluetooth or other device > Bluetooth > Surface Earbuds > Done. On Windows 11, select the Startbutton, then select Settings> Bluetooth & devices > Add device > Bluetooth> Surface Earbuds > Done.

If still it does not work, I'm sorry but please contact our live support for options available and for further assistance. 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

Thanks for the speedy reply, Marrion.

I followed all of those same exact instructions that had been posted on the Microsoft Community previously. Simply stated, the device has failed and does not work despite all of my attempts following these instructions to the letter.

Please advise what if anything further can be done. These are phenomenal earbuds and surpass everything else I've tried from Bose to Sennheiser to Beats to Samsung, etc. I rely on them for my daily work and would really be grateful for further assistance on the matter.

Hi KS347,

Thank you for reaching Microsoft Community. I'm sorry to hear that your Surface Earphones suddenly stopped pairing or connecting to its host device and apologies for the inconvenience this has caused you.

Just to make sure that I get the exact picture of the issue: When you press and hold the pairing button of the earbuds, it'll show a white flashing light but the host Windows device is unable to find or detect it, correct?

Kindly try first connecting the charging case to your Windows device using the USB cable that came with the earbuds and see if it is detected in the Surface app. If yes, try updating it first by following these steps below: (Update Surface Earbuds (microsoft.com))

1. Plug the USB cable into your PC and plug the USB-C end into the USB-C port on the back of the charging case.
2. Open the Surfaceapp, then select Surface Earbuds.
3. Select Device information, and under Update your charging case, select Update case if an update is available.
   This button appears when an update is available
4. Keep the USB cable plugged in and follow the instructions.

If still the issue persist, please see this page and proceed doing a Reset on the earbuds: Reset Surface Earbuds (microsoft.com). Please perform first a Factory Reset then if the issue persist, proceed in doing a Firmware Reset.

Hope this helps.

Kind regards,

Marrion