Surface Headphones 2 randomly disconnect and go into pairing mode

Anonymous
2021-05-05T14:14:25+00:00

My Surface Headphones 2 have recently begun randomly disconnecting from my phone and saying "Your Surface Headphones are ready to pair. Go into Bluetooth settings....". The message is very long (15-30 seconds) and prevents audio from playing, not to mention the disconnecting from my phone. This is a huge problem in the middle of a meeting.

I am not the only one to experience this issue (see this reddit thread: https://www.reddit.com/r/Surface/comments/n4mc6a/surface_headphones_2_go_into_pairing_mode_and/?utm_source=share&utm_medium=web2x&context=3 ) Is there any word from Microsoft on this issue?

Surface | Surface Headphones | Setup and pairing | Android

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  1. Anonymous
    2021-05-06T00:51:58+00:00

    Hi IanSanders, 

    Thanks for reaching out to Microsoft Community and posting your inquiry.   

    We suggest the methods below to troubleshoot the issue:

    - Run Surface Diagnostic Toolkit and check Windows Update.

    • Update the Surface Headphones 2. Open theSurface Audio app, then tap Settings next to Surface Headphones. > In Device Settings, tap Updates. Tap Continue anyway if you want to update your headphones using your phone instead of on your PC using a USB cable, which is faster. If an update is available, tap Update Now. To check for updates anytime, tap Check for updates.
    • Try to forget the Surface headphones 2 from your phone then connect it again. 
    • Rename the default name of the device name (your phone). Try removing the ' symbol or shorten the device name then test. 

    Keep us updated by replying on this thread.

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  2. Anonymous
    2021-05-11T01:38:34+00:00

    I have the same issue as the poster (and all the others in the reddit thread mentioned) - i've had my headphones for 6 months and this issue has only occurred in the last week or so, which lines up with everyone else - so I imagine its related to an update that was released?

    From my experience, my computer's windows updates are all up to date (this issue happens even when the headphones are paired just to my iPhone and nothing else, so its not a Win10 issue). I've reset the headphones completely, renamed them, and re-paired it to the devices, same issue still occurs.

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  3. Anonymous
    2021-05-18T13:23:01+00:00

    Same issue with me. I purchased my Surface 2 Headphones only 2 months ago or so. They worked flawlessly for the first month or so but then started with this issue. It happens when paired to my Surface Pro 7, Galaxy S9, or Dell Precision 5510 laptop. All devices, computers, phone, and headset are all fully up to date. I've tried resetting the headset, as well as repairing, nothing has worked. It's a very annoying issue.

    I opened a support case with Microsoft about this and they referred me to the Feedback Hub app in Windows 10. I created a feedback incident for this titled "Surface Headphones 2 Randomly Pairing Issue". Hoping we can redirect users having this issue to this specific Feedback post and get upvotes / comments so that the issue gets brought to proper people, hopefully leading to an update with a fix.

    Link to Feedback Hub: https://aka.ms/AAcl61z

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  4. Anonymous
    2021-05-18T20:38:33+00:00

    Same issue with me. I purchased my Surface 2 Headphones only 2 months ago or so. They worked flawlessly for the first month or so but then started with this issue. It happens when paired to my Surface Pro 7, Galaxy S9, or Dell Precision 5510 laptop. All devices, computers, phone, and headset are all fully up to date. I've tried resetting the headset, as well as repairing, nothing has worked. It's a very annoying issue.

    I opened a support case with Microsoft about this and they referred me to the Feedback Hub app in Windows 10. I created a feedback incident for this titled "Surface Headphones 2 Randomly Pairing Issue". Hoping we can redirect users having this issue to this specific Feedback post and get upvotes / comments so that the issue gets brought to proper people, hopefully leading to an update with a fix.

    Link to Feedback Hub: https://aka.ms/AAcl61z

    When I try and access the  link, it says "Your account doesn't have access to this feedback".

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  5. Anonymous
    2021-05-18T21:59:00+00:00

    Are you a Windows Insider? You might have to sign up for that on your Microsoft Account if you haven't already.

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