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

Anonymous
2022-10-07T13:58:51+00:00

I get a new USB dongle for my Surface Headset, but not able to pair this new dongle with my headset. If I connect the dongle to my pc, the surface app crashed.

Surface | Surface Headphones | Setup and pairing | Windows

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  1. Anonymous
    2022-10-07T21:21:52+00:00

    Hello Holger Bunkradt,

    Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your replacement dongle and Surface headphones. I understand how concerning it is to have such problem.

    In this case, please try resetting the firmware on your headphones first. Here's how to reset the firmware:

    1. Plug the USB cable into your Windows 10/11 PC or into a USB power adapter (not included) for a wall outlet.
    2. Press and hold the power button on your headphones.
    3. While still holding down the power button, connect the USB-C end to your headphones.
    4. Release the power button.

    Then, ensure that the Surface app is updated by getting updates from the Microsoft Store app. See Get updates for apps and games in Microsoft Store.

    Let me know how it goes.

    I'll wait for your response.

    Kind regards,

    StevenK

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  2. Anonymous
    2022-10-11T06:43:41+00:00

    IHello Steven, I try this procedure, but looks like the firmware reset is not done by the headset. I did not get any voice response from headset to reset the firmware. Bluetooth works fine, but I'm unable to pair the new USB dongle

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  3. Anonymous
    2022-10-12T03:28:11+00:00

    IHello Steven, I try this procedure, but looks like the firmware reset is not done by the headset. I did not get any voice response from headset to reset the firmware. Bluetooth works fine, but I'm unable to pair the new USB dongle

    Thanks for keeping me posted, Holger Bunkradt. That's unfortunate to know.

    If that's the case, I'd suggest to reach out to our Microsoft assisted support at Contact Us Microsoft Support to diagnose the issue more. You might also need to get that USB dongle replaced again if necessary.

    Nothing to worry, this particular concern is best handled by our live support. You can also contact them at Global Customer Service phone numbers (microsoft.com) underFor Business users. This also works with Home users, just select Surfacethen Homeas a type of user in the IVR prompt.

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