Unable to reset or factory reset Surface Earbuds

Question

Unable to reset or factory reset Surface Earbuds

Anonymous

When I reset them, they flash white & red, then go into the connect white flash for 5x times and show the connected light - yet I've disconnected them from all devices and any new device cannot pair to them.

I too am unable to factory reset the earbuds.

Please help

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3 answers

Answer 1

Hi Tom Hunt2,

Thank you for reaching Microsoft Community and apologies for the inconvenience this has caused you.

May i know what would happen if you would attempt to pair the earbuds again to a host after doing a reset like when you press and hold the pairing button for 5seconds, does it go to pairing mode, but the host is not able to find it or it is able to detect the earbuds but when trying to connect, it would encounter an error? (Set up Surface Earbuds - Microsoft Support)

Also, just to make sure, you have tried doing a firmware reset also on the earbuds following the steps here: Reset Surface Earbuds - Microsoft Support but still unable to connect any devices to the earbuds, correct?

If yes, we may have to reach out to our live support for options available on this and for further assistance. Just in case, you may reach them through these steps below:

Go to Contact Us - Microsoft Support
Choose how you would like to get support for your Surface device.
Type in the problem you need help with.
Look at any available solutions offered and select Contact Support.

Kind regards,
Marrion

Answer 2

Thank you for your reply Marion.

When I try to pair the device, it flashes 4.5 times white and stops. I say the .5 part as it is a half flash at the end. No device, old or new, can connect or find it.

An old device I had that was still connected to it shows the problem, so it seems. It connects, then disconnects, then connects, disconnects. It does this over and over until I manually stop it.

I have tried the reset. It fails. The device does go into red and white flashing, then into white flashing. But the device is still unable to pair to any old or new device.

I too have tried the factory reset. It too fails. The device does not seem to respond to the steps laid out from yourself above.

Lastly, I have tried and tried and tried multiple times to find chat or support through the link you provided. The link takes me to the surface app, then to the exact same instructions you provided and that's where the rabbit hole ends.

I love these earbuds. Please help.

Answer 3

Hi Tom Hunt2,

Sorry to hear that the issue on the earbuds persists and also on the difficulties in reaching our live support. Kindly try checking this forum article by Barb Bowman on getting phone or chat support to reach out to our live support for further assistance: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Kind regards,
Marrion