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

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

Hi,

I am running my Computer on Windows 10. I have also tried to connect the Micrsosoft Surface USB Link Adapter to 3 other PCs, including Microsoft Surface Notebook.

On every PC I have the same issue. No app is detecting the adapter or crashing after inserting to the USB port.

I have no problem with the Headset. I only want to link my headset to a new USB Link Adapter, but this seems not to be possible with none of the available apps!

Please solve this issue! The mentioned apps are either not working or not available in the store!

• The Surface Audio app is not available on the Microsoft store. The Link you have shared did not allow to download this app. No install button can be found! I assume it has been removed from the store!
• The Surface App is crashing every time I connect the Microft Surface Link USB Adapter. I tried multiple times to restart, repair, reinstall
• The Microsoft Accessory Center should work the Surface Link USB Adapter, but does not recognise it.
• The Microsoft Surface Manager Extension also does not show any install button. I also assume it has been removed from the store

Regards

Hi Daniel_BBB, 

Greetings! Thank you for posting in Microsoft Community.

I'm sorry to hear that the Surface App doesn't work properly. Just to confirm few questions:

• May I confirm the host device that you're using to download and connect the Surface USB link?
• Is this the Surface app (Get Surface - Microsoft Store)) or the Surface Audio app (Get Surface Audio - Microsoft Store))?

Please also perform the methods below:

• Run the Surface Diagnostic Toolkit.
• Check if the Surface app has updates in Microsoft Store. Click the three-dots option on the upper-right corner > look for Surface app then update if there are needed updates.
• Uninstall and re-install the Surface App. Go to Settings > click on Apps > Look for the Surface App then click the Surface app > click Uninstall > Re-install the Surface app.
• If the issue still persists, try to uninstall back the Surface App and install the Surface Management Extension instead.

You've also mentioned that the Surface USB link is broken or damaged. After you plugged in the USB link, try to press and release the power button quickly to turn on your headphones. 

Do you hear a message saying they're connected to Microsoft Surface USB Link? Do you also see an solid white LED light on both your Surface USB Link?

If your Headphones doesn't detect the USB link then you need a replacement USB link.

Hi Daniel_BBB,  We have not heard anything from you in the last 72 hours. Please do not hesitate to create a new thread if you have new concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

Hi Daniel_BBB,  We have noticed that you have not responded to our last message. We would like to know whether the issue you have raised with us is still ongoing? If yes, please let us know so that we can continue our conversation.