Hi Folks, I do want to change my damaged Microsoft Surface USB Link device an pair my Micrsoft Surface Headset Microsoft recomendation is to use the app "Surface", but this app is crashing every time: when Surface USB Link is connected before starting the app -> app is immediately crashing When app is started before connecting -> app is crashing after connecting the Surface USB Link Any ideas?

Since you're using a Windows 10 PC, the only app that we need to use is the Surface App. Try to go to Windows Settings > Apps > Select Surface app then click Advanced options. Disable or turn off Background apps Please also run the System File Checker **** then check if there are errors**.** Try to also replicate the crashing issue of the app using a user account, see article for reference: Create a local user or administrator account in Windows .

Hi John, also after your advice the Surface app keeps crashing. Please get in touch with the app developers, because this seems to be not working. As I mentioned the app is crashing on several different PC all with admin users and normal users every time when the USB Link is connected --> Problem is really easy to reproduce, as this is happening every time! Despite I do not understand what an additional user should help to find a solution on this topic, I have tried it. And it did not bring any improvement --> App keeps crashing Please find another solution. Regards, Daniel

I'm sorry to hear that the issue still persists in the new User account. In this case, please reach out to the Customer Support since they have the tool to navigate through your device and see what's happening. 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/ . In contacting the Customer Support, make sure that you are on the right region by clicking the globe logo:

I had the same problem. Tested with multiple replacement dongles sent by Microsoft as replacements. On three different machines. After factory resetting etc. But the Surface App kept on crashing as soon as I put the new dongle into the machine. Yesterday I managed to download the now unsupported Surface Audio App, and then I could pair the headphones with my new USBLink dongle. After this it works in the "new" Surface App as well. Seems like the Surface App needs fixing. Downloaded the Surface Audio App via the link provided above. https://www.microsoft.com/en-us/p/surface-audio/9nxjnfwnvm8d?activetab=pivot:regionofsystemrequirementstab Hope that helps! J

"Surface app" keeps crashing when connecting Microsoft Surface USB Link

Anonymous

Hi Folks,

I do want to change my damaged Microsoft Surface USB Link device an pair my Micrsoft Surface Headset

Microsoft recomendation is to use the app "Surface", but this app is crashing every time:

when Surface USB Link is connected before starting the app -> app is immediately crashing
When app is started before connecting -> app is crashing after connecting the Surface USB Link

Any ideas?

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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14 answers

Anonymous

2022-05-25T16:28:20+00:00

Since you're using a Windows 10 PC, the only app that we need to use is the Surface App. Try to go to Windows Settings > Apps > Select Surface app then click Advanced options. Disable or turn off Background apps

Please also run the System File Checker **** then check if there are errors**.** Try to also replicate the crashing issue of the app using a user account, see article for reference: Create a local user or administrator account in Windows.
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Anonymous

2022-05-25T17:35:34+00:00

Hi John,

also after your advice the Surface app keeps crashing. Please get in touch with the app developers, because this seems to be not working. As I mentioned the app is crashing on several different PC all with admin users and normal users every time when the USB Link is connected --> Problem is really easy to reproduce, as this is happening every time!

Despite I do not understand what an additional user should help to find a solution on this topic, I have tried it. And it did not bring any improvement --> App keeps crashing

Please find another solution.

Regards,

Daniel
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Anonymous

2022-05-29T19:55:20+00:00

I'm sorry to hear that the issue still persists in the new User account. In this case, please reach out to the Customer Support since they have the tool to navigate through your device and see what's happening.

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/. In contacting the Customer Support, make sure that you are on the right region by clicking the globe logo:
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Anonymous

2022-07-07T06:44:43+00:00

I had the same problem. Tested with multiple replacement dongles sent by Microsoft as replacements. On three different machines. After factory resetting etc. But the Surface App kept on crashing as soon as I put the new dongle into the machine.

Yesterday I managed to download the now unsupported Surface Audio App, and then I could pair the headphones with my new USBLink dongle. After this it works in the "new" Surface App as well. Seems like the Surface App needs fixing.

Downloaded the Surface Audio App via the link provided above. https://www.microsoft.com/en-us/p/surface-audio/9nxjnfwnvm8d?activetab=pivot:regionofsystemrequirementstab

Hope that helps!

J
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