Surface headphones 2 microphone not working

Anonymous
2021-05-19T21:56:50+00:00

I have a set of new Surface 2 headphones. Set up according to user guide with win 10 desktop and an Android phone. Surface app on both devices. Audio works great on both. Problem is that the microphone doesn't work.

On Windows, it shows up as an input device, but when I switch to it, no one hears anything. On Android, if the headset is connected over Bluetooth, and the out out of the call is Bluetooth, the audio comes to the ear pieces, but no one can hear me speak. They can only hear me speak if I switch to speaker phone or normal calling.

Yes, I've tried a factory reset, yes I've installed the surface app, and I've scoured the forums for any previous sneakers, but nothing is helping. Any advice would be helpful.

Surface | Surface Headphones | Setup and pairing | Android

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  1. Anonymous
    2021-05-21T13:41:15+00:00

    Hi AbrahamSmith5,

    Thank you for reaching Microsoft Community.

    Please make sure first that the mute button (long button on the right dial) of your Surface Headphones 2 is off when taking calls. If still the issue persist, please follow these steps below to troubleshoot:

    1: Check if the correct audio profile is selected

                                 Click the Audio icon on your Taskbar (for Windows 10)

                                 Make sure that Headset (Surface Headphones Hands-Free) is selected

                      *For Android/IOS: since audio can be heard in the headphones, the Surface Headphones profile is already selected. Please proceed to step 3.

    1. Check Windows application settings

                                 Go to Windows Settings > System > Sound

                                 Under Other sound options, select App volume and device preferences

                                 In the list of apps, find the app you are using (example Teams)

                                 Make sure that the Input for that app is set to Default

    3: Restart app or audio source

                                 Close and re-open the application you are using

    4: Restart host device

                                 Restart your Windows 10 or android device

    5: Turn the headphones on and off

    6: Check if a firmware update is available

                                 Please see **** Update Surface Headphones page

    7: Reset Surface Headphones

                                 Please see **** Reset Surface Headphones page

    8: Connect via 3.5 mm cable

                                 Try to connect the headphones to the host using the 3.5mm cable

                                 If the microphone works, please let us know to further check on this

                                 If still the microphone doesn't work through the cable, this is likely a hardware issue

    For hardware issue, you may contact support through our Global Customer Service phone numbers to check for replacement options available.

    Hope this helps.

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