SurfaceBook 2 - Bluetooth Audio Stuttering

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.

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

Thank you for providing an update, James. Let's check for errors with your Bluetooth devices. Go to Settings (Windows key + I) > Devices > Bluetooth & other devices. See if any of the devices show errors. Remove those that show errors and see if the Bluetooth headset will work better. I also suggest you remove those that you no longer use with your Surface, and disconnect all wireless connections except the Bluetooth headset.

I'll be looking forward to your update.

Unfortunately none of this worked either, still audio problems.

I can literally block the Bluetooth stream from my laptop by putting my hand over the headphone.  This does not happen when it is connected to my cell phone with the headset.

Thanks,

James

Thank you for the information, James. Please raise this problem to our product developers using the Feedback Hub app. They will look into the involved devices and drivers deeper and work on a resolution for it. Once taken care of, updates will be released through Windows Update.

Thank you.