Sony wf-1000xm3 earphones not detected as an output device

Question

Sony wf-1000xm3 earphones not detected as an output device

Anonymous

I recently bought a surface pro 9 with windows 11 on it, upgrading from my surface pro 4 with windows 10

I have a pair of Sony wf-1000xm3 earphones which work with the windows 10 device and other laptops too with windows 10. But not with my windows 11 device, the earphones connect to the laptop and are recognised an audio device but are not available to be selected as an output device. I have tried forgetting the device and reconnecting as well as uninstalling and reinstalling drivers but the issue continues to persist. The surprising part is that I connected some JBL vibe earphones to the windows 11 laptop and they worked just fine.

I tried the solutions detailed in this thread: Sony WH 1000 xm3 headphones not working on surface x with windows 11 - Microsoft Community

but got stuck on step 4 when i couldn't find Bluetooth AV in the device properties' hardware tab.

Any help would be appreciated.

***Moved from Windows / Windows 11 / Devices and drivers***

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.

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2 answers

Answer 1

Hi i did some more trouble shooting,

I have an intel processor.

both windows and my earphones are update to date.

I also have reset the drivers the earphones.

I have also done 3 and 4 of your suggested solutions,

I have also found out the earphones work with other laptops on windows 11 so now I believe it to be a specific problem with my laptop whether that be software or hardware I am not sure as other earphones work with my laptop just not these ones.

Answer 2

Hi

Thank you for reaching Microsoft Community. I understand that you are having trouble connecting your Sony wf-1000xm3 earphones to your Surface Pro 9 with Windows 11.

First, may I know which Surface Pro 9 configuration do you have? Intel or 5G?

Based on the information you provided, it seems that the issue is with the compatibility of your Sony earphones with Windows 11. However, we can try some troubleshooting steps to see if we can resolve the issue.

Here are some possible causes and solutions that you can try:

Check for updates: Make sure that your Surface Pro 9 and Sony earphones are running on the latest software updates. You can check for updates by going to Settings > Windows Update. For your Sony earphones, you can check for updates using the Sony Headphones Connect app.
Reset your Sony earphones: Try resetting your Sony earphones by following these steps:

Put your earphones in the charging case.
Press and hold the button on the charging case until the indicator flashes white.
Take out your earphones from the charging case and try to connect them again.

Remove other Bluetooth devices: If you have other Bluetooth devices connected to your Surface Pro 9, try removing them and then connect your Sony earphones again.
Reinstall Bluetooth drivers: Try reinstalling the Bluetooth drivers on your Surface Pro 9 by following these steps:

Press Windows key + X and select Device Manager.
Expand the Bluetooth category.
Right-click on your Bluetooth device and select Uninstall device.
Restart your Surface Pro 9 and the Bluetooth drivers will be automatically reinstalled.

If none of the above solutions work, you can try contacting Sony support for further assistance.

I hope this helps! Let me know if you have any other questions or concerns.

Kind regards,
Marrion