Surface headphones 2 microphone not working

Question

Surface headphones 2 microphone not working

Anonymous

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.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

1 answer

Answer 1

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.

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.