Not able to pair replacement Surface USB Link with Surface Headphone 2+

Anonymous
2023-09-13T03:15:21+00:00

I received my Surface USB Link replacement and try to follow the instructions at https://support.microsoft.com/en-us/surface/get-a-replacement-for-microsoft-surface-usb-link-e862e6c6-0945-494f-bb4d-2e731f3b4724. But the Surface app does not show "Surface Headphones" as a listed accessory in the Surface app. I can connect the headphones via Bluetooth, and then they show if the usb link is not plugged in. As soon as I insert the usb link they go away from the Surface app. The USB link is showing as an audio device, but I have no way to pair it with my Surface headphones 2+.

Any suggestions/ideas on how to pair the replacement Surface USB link with Surface headphones 2+？

Surface | Surface Headphones | Setup and pairing | Windows

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  1. Anonymous
    2023-09-28T19:12:11+00:00

    You may reach them by following the instructions below.

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

    You may also check this post from Barb Bowman and follow the steps with screenshots on how to reach out to our technical support team: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

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  2. Anonymous
    2023-09-28T01:20:00+00:00

    Hi, Lavenia A

    Understand, could you please help provide how can I reach out live support team? Thank you!

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  3. Anonymous
    2023-09-27T19:24:58+00:00

    I completely understand your desire to find a solution to this issue and the significance of this situation. Sorry, but I don't have any thoughts as to why the replacement dongle isn't recognized by the Surface App.

    Please reach out to our live support team for further help.

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  4. Anonymous
    2023-09-27T02:08:53+00:00

    Hi, Lavenia A

    Yes, I did the method before with non-Surface computer, but the result is the same.

    My Surface Headphones 2+ can pair with my Friend original Surface Headphones 2+ dongle, so I think my Headphones 2+ no any problems. The problems is why new Dongle can't recognize in Surface App, but original package include in Headphones 2+ Dongle can recognize and pair. Maybe you can try to reproduce my issues in your internally. First find one Headphones 2+ which can pair with Surface USB link dongle, then find a single new Dongle(In Microsoft Store sale) and try to pair it, you will find the new Dongle can't recognize in Surface App. so I think need to resolve why new dongle can't recognize in Surface App but original dongle did. Sorry to say that and hope you can understand my concern and question. Thank you!

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  5. Anonymous
    2023-09-26T21:58:02+00:00

    Hi Roy_Cheng,

    Thanks for waiting. We suggest trying to use another computer to test it doesn't have to be Surface in order to use the Surface app, then completely remove and un-pair the Surface Headphones 2+ and re-pairing.

    Check to see if the issue persists. Then try pairing it again on your Surface Laptop.

    If the same issue arises, we recommend replacing your Surface headphones 2+ if it is still under warranty. You may reach out to our live support team to check options available for your headphones. You may reach them following the steps I suggested above.

    Regards,

    Lavenia

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