Unable to pair Surface ear buds with any Windows or IOS device

Anonymous
2021-12-06T10:19:06+00:00

Hi, newly bought and never been able to connect them to any device. Tried factory reset and firmware reset and still no joy. I see the LED flicker for a few seconds after trying to pair and then goes a steady white. The new device never shows us in the Bluetooth devices to allow connection. Also tried Surface audio app, no luck.

Surface | Surface Earbuds | Setup and pairing | Windows

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  1. Anonymous
    2021-12-07T16:21:59+00:00

    Hi,

    The earbuds are in the case when I try and connect them. I am located in the United Arab Emirates and thus will contact the support number on the web site to arrange the devices to be replaced.

    Many thanks

    Andrew

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  2. Anonymous
    2021-12-07T06:42:28+00:00

    Hi

    Thanks for coming back to me.

    The devices I have tried on are the iphone 12, Lenovo Yoga Thinkpad as well as a MS Surface Pro 7.

    I have tried the steps but it seems the fundamental step of connecting via Bluetooth means that when I install the audio app and select the earbud they cant see them and thus wont connect. I do see the charging case in the under Devices but that is all.

    I keep hearing the message in the earbud that they are ready to pair but still dont see them on any of the devices when I try and connect them as per the steps from the charging case. When I hold the button for 5 seconds the white light flickers only a few times and then goes back to a steady state.

    Regards

    Andrew

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  3. Anonymous
    2021-12-07T16:58:26+00:00

    Thank you for confirming, AndrewKendall1.

    Please reach out to Customer Support using the Global Support page then choose the country/region you are in.

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  4. Anonymous
    2021-12-07T16:02:51+00:00

    I appreciate the details. When pressing the pairing button below the charging case, may I confirm if the earbuds is on the charging case or on your ears? If it's on your ears, put the earbuds back on the case then press the pairing button, check if it's detected/connected.

    If the issue still persists, please reach out to Customer Support and get it replaced. Please visit our contact us page; https://support.microsoft.com/en-us/contactus/ to contact Microsoft Surface Support. If you're located outside the United States, you can check our Global Support Contact page; https://support.microsoft.com/help/4051701/.

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  5. Anonymous
    2021-12-06T18:18:40+00:00

    Thank you for posting your inquiry here in Microsoft Community, AndrewKendall1.

    I'm sorry to hear that the Surface Earbuds doesn't connect to any devices. I will do my best to assist.

    May I confirm what devices you are connecting the Surface Earbuds to? Did you also perform the methods/steps on this article, Set up Surface Earbuds?

    Try to update the Surface earbuds and see how it goes. Please follow the methods on this article, Update Surface Earbuds.

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