On Ear Detection Not Working

Anonymous
2019-01-07T23:09:34+00:00

When taking off the headphones the music should automatically pause, then resume again when they are put back on. This used to work intermittently, but this has been working less and less. The headphones are stuck thinking they are not on my head. The volume works, but there is no noise cancellation and the noise cancelling dial does nothing and the touchpad is not responsive. Does anyone know how to fix this or how the headphones detect if they are on ear?

Surface | Surface Headphones | Other

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  1. Anonymous
    2019-01-08T11:32:52+00:00

    Hello Geoknz,

    Thank you for raising your concern to us. For us to further us assist you, can you provide us the following details:

    • What is the music app you are using and what device is connected to the Surface headphones?
    • What are the troubleshooting steps performed if any?

    For the meantime, you may perform the steps on how to**Reset Surface Headphones** under Reset the headphones to factory settings and if it doesn't work, you may follow Reset the firmware on your headphones under the same link above.

     Keep us updated of the outcome.

    Regards

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  2. Anonymous
    2019-01-08T17:05:34+00:00

    T ha n k Y o u F o r P o s t i n g  i n M i c r o s o f t  C o m m u n i t y. C a l l M i c r o s o f t  o n l i n e s u p p o r t １ - ８ - ８ - ８ -  ２  -  ８  -  ８ - ５ - ０ - ８  -  ８   B e t w e e n 10:00 A M t o 7:00 P M EST. W e  w i l l  H e l p yo u t o f i x  y o u r  I s s u e s.

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  3. Anonymous
    2019-02-12T11:43:31+00:00

    Hi Lidaliza_B,

    I had the same problem now multiple times. 

    • What is the music app you are using and what device is connected to the Surface headphones?

    I am currently just using YouTube opened in Google Chrome. The headphones are connected via Bluetooth to my Laptop at work, which is a Dell Latitude 5480 with Windows 10 Pro.

    "What are the troubleshooting steps performed if any?"

    The first time the problem occurred I successfully performed a factory reset via the Cortana device setup app. The second time I tried to reset with holding the power button 20 secs. The reset worked, after it was reconnected it blasted the music with 80% out of nowhere and the noise canceling still didn't work. So I tried the firmware reset with the cable. The noise cancelling worked, till I talked to my colleague again, after that the headphones reactivated only after a minute or two, normally it was way faster.

    I am using these headphones now for nearly 2 months since December and I had no problem at all in the first month. For this price tag I want a seamless experience and don't want to reset the headphones every two days. Any help on this would be much appreciated.

    PS: Why isn't it possible to write my own text between a quote in this forum?

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