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

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!

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

Hi Roy_Cheng

We are currently working on this internally. I'll get back to you as soon as I received an update.

We appreciate your understanding and cooperation.

Regards,

Lavenia

I understand your frustration, and I’m sorry for the inconvenience you’re experiencing. I can barely imagine the amount of time and effort you must have invested in trying to resolve this issue.

To answer this: how can we pair with Surface Headphones 2+ through with new replacement "Surface USB Link" Dongle?

The steps were provided in the article you published on how to pair your new replacement Surface USB link with your Surface headphones. There are no other options that I am aware of for connecting the replacement USB Link to the Surface headphones.

I am checking this with my internal team for more information and further help. I will get back to you with the details as soon as I got a response from them.

I appreciate your patience on this.

Hello, Lavenia A

Sorry to say that, but I think you may not get my question and key point, my problems is how can we pair with Surface Headphones 2+ through with new replacement "Surface USB Link" Dongle? it not my Surface Laptop problems, the problems is why the new Dongle can't recognize in Surface App. I have try to borrow the new one Surface Headphones 2+ and dongle form my friends and it can pair through original Dongle to pair with Surface Headphones 2+ in my Surface Laptop. (This will prove that is not my computers problem.)

Could you please help try this situation in Microsoft internally? or need you help highlight to your internal technical department for support? And this is not an isolated case, it seems that many people have the same situation in Microsoft community and also no get any fix solution.

Thank you!