SurfaceBook 2 - Bluetooth Audio Stuttering

Anonymous
2018-09-21T19:49:21+00:00

I have a Surface Book 2 and the Bluetooth audio streaming does not work well at all.  It stutters quite a bit and is easy to cause stuttering by just putting my hand around the headphones.  It also just doesn't sound very clear.

I have tried two different brands and types of Bluetooth headphones (all of which work perfectly with my phone, so definitely not  a headphone problem).

My Bluetooth mouse works fine though, just the headphones.

Thanks,

James

Surface | Surface Book | Sound and camera

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  1. Anonymous
    2018-09-25T21:27:31+00:00

    Hello,

    I have attempted all of the above workarounds/steps to try and resolve the issue.  The issue still persists though and the Bluetooth Audio quality is very poor still and easy to disrupt.

    What are our next steps?

    Thanks,

    James

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  2. Anonymous
    2018-09-21T23:58:55+00:00

    Hi James,

    We would need to go through different settings and perform a series of troubleshooting to resolve the issue you're experiencing. What audio or video playback app are you using which produces the problem? If this happens with Edge, Pandora, or Groove, try using a different app and see if the problem will also be present.

    Next, run the Playing Audio Troubleshooter. Go to Settings > Update & Security > Troubleshoot > Playing Audio > Run the troubleshooter.

    You can also try to disable Audio Enhancements and test different audio formats for your headphones. Refer to these steps:

    1. Connect the Bluetooth headphones.
    2. In the search bar, type sound and open Sound (Control Panel) from the list of results.
    3. Go to the Playback tab and right-click on your device and choose Properties.
    4. On the Enhancements tab, tick the Disable all enhancements check box.
    5. Click on Apply then OK.
    6. Try to play an audio through the Bluetooth headphones you just configured. If there are no changes, proceed to Step 7.
    7. Reopen Properties for your Bluetooth speaker.
    8. Go to the Advanced tab. Under Default Format, try a different sample rate and bit depth and click on Test. If the audio comes out very well this way, click on Apply then OK.

    If the steps above are not successful in resolving the issue, let's check the Bluetooth headphones's driver. Go to Device Manager (Windows key + X > Device Manager) > expand Sound, video and game controllers > right-click on your Bluetooth audio device > Uninstall device. Do not delete the driver software. Then, download and run the Surface Diagnostic Toolkit. Afterwards, perform a forced shutdown by pressing the power button for about 10 seconds. Restart the Surface normally and reconnect the Bluetooth headphones. You may need to go through the initial setup to pair the device again. Just go to Settings > Devices > Bluetooth & other devices > Add Bluetooth or other device > Bluetooth. The driver we removed will be reinstalled.

    In case you remain challenged with the audio stuttering issue after following the steps, please let me know by replying to this post. We would need to look at the results and try further steps to get this resolved. I'll be notified when you reply and I'll get back to you the soonest I can.

    Regards.

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