Can't get bluetooth audio from Galaxy S8

Question

Can't get bluetooth audio from Galaxy S8

Anonymous

The headphones were working fine until New Year's day. I turned the headphones on and no sound came through.

I tried:

Restarting both devices

Unpairing and re-pairing

Restoring to factory defaults

Deleting the cache partition on the phone

and resetting the headphones firmware using my computer

So far I've been able to use the headphones on my Surface Pro 4, and only a short while on my Galaxy S8. There was a moment where the audio came through from my S8 after Jan 1, but it cut out again only to never return.

Any fixes?

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3 answers

Answer 1

Hi Javier Basilio,

We'd like to know more about the issue. It would be great if you can reply to these questions in order to assist you further.

Have you already install the Cortana App on your Galaxy S8?
Is there specific error message?
No sound but the Galaxy S8 is playing audio?
May we know the Android version?
May we know the region/country you are located?

Cortana isn't available on Surface Headphones in all countries and regions. We can avoid issues on your Surface Headphones by keeping them up to date with the latest improvements.

Set up your Surface Headphones in the Cortana app.
Open the Cortana app, then select the Devices tab. Go to the Devices menu and choose Surface Headphones.
If an update is available, tap Update Now. To check for updates anytime, select Surface Headphones > Updates > Check for updates.

If Updates wont fix the issue, since you already do the basic troubleshooting, we suggest contacting our Surface Support for further assistance with the issue on your Surface Headphone. Rest assured that our assisted support will be able to help you better with the advance troubleshooting steps needed to resolve the issue.

For additional information about the Surface Headphone's functionality, see this article.

Regards

Answer 2

Have you already install the Cortana App on your Galaxy S8?

Yes

Is there specific error message?

No there is not. The app and phone believe everything is connected and functioning correctly

No sound but the Galaxy S8 is playing audio?

Correct. Whether it's sound from the tutorial videos in the Cortana app, audio from Spotify, or audio recorded from my phone no sound is heard on the headphones.

May we know the Android version?

Android Version: 8.0.0

Samsung Experience Version: 9.0

May we know the region/country you are located?

US

After doing some troubleshooting with Microsoft retail employees today we did discover a temporary workaround and general issue. To enable sound after newly pairing with the Galaxy S8 or having it previously paired and turning on the headphones the following needs to be done:

Turn on the Surface Headphones and wait for "You're connected to [device name]"

Turn the noise cancellation dial clockwise until Cortana says, "Ambient sound amplified"

If Cortana doesn't say this line, turn the dial counterclockwise towards "Maximum noise cancellation" briefly, then turn it clockwise untilthe beep and "Ambient sound amplified" line read from Cortana

Once Cortana finishes stating the line, audio plays from the phone. At this point I've been able to turn the noise cancellation dial to whatever preference I please and use the headphones as one normally would.

Answer 3

Anonymous

Turn off Bluetooth on all devices you might have pair the headphones to. The turn on bt on just the phone. Try it then.

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