Microsoft Support Multiple Failures - Initial issue android surface app crash

Question

Microsoft Support Multiple Failures - Initial issue android surface app crash

Anonymous

I am attempting to request microsoft support because of an issue with my surface headphones. They are unusable on my android phone because the surface app crashes immediately after selecting the option to scan for the headphones using bluetooth. I cannot even pair the headphones with the phone and use them because the app crashes immediately.

Then, after I entered a support request, I was forwarded to a live chat widget. This chat widget only displays a white screen and I am unable to contact support at all. I am using edge to try to access the widget and have used multiple other browsers as well.

https://support.microsoft.com/en-us/home/livechatwidget?theme=surfaceapp\_darkgray&customcontext=%7B%22CaseNumber%22%3A%227055163783%22%7D

For the app crashes I have...

* Turned bluetooth on and off

* Forced the app closed and then reopened

* Uninstalled the app and then reinstalled

* Restarted the phone

For the Microsoft support widget failure, I have...

* Turned off my ad blocker

* Used an inprivate window

* Used chrome and firefox

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

3 answers

Answer 1

Hi Cbaca,

If the chat window displays a white screen, try using the second option, Phone Support. However, I might suggest that you check whether there are plugins in the browser you are using that affect the popup window, which may be one of the reasons why the chat window does not work properly.

In addition, you can also try to get in touch with the Surface support team through the Surface App:

Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

Click "Help and Support" and then click "Get Help".
Briefly describe your problem in the text box, such as "An issue with my surface headphones", and then press Enter.
Click "Contact Support" at the bottom.
Select "Technical Support" and click "Confirm".
You will see "Chat support" or "phone support" options, please contact them during working hours, you will get one-to-one support services.

You'll notice that the flow is almost consistent, and the pages you see are the same.

Best Regards,

Mitchell | Microsoft Community Support Specialist

Answer 2

Anonymous

Hello,

These are the steps I completed before submitting this question and is how I received the chat widget link.

Any other ideas?

0 comments

Answer 3

Hello Cbaca,

Welcome to Microsoft Community.

To make sure that the process you requested Microsoft support for earlier is exactly the right one, and I'll share the full process with you here, make sure you don't choose the wrong option:

Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

Type An issue with my surface headphones, press Enter, and click "Contact Support" at the bottom:

Select Technical Support and select Surface Headphones and Earbuds, then click Confirm:

You will see contact options for Chat support and Phone support, please contact them during business hours:

The former will generate a chat window on the web side so you can talk to support, while the latter will direct you to leave a phone number so support can call you back.

When I conducted the test, everything seemed to be normal.

Best Regards,

Mitchell | Microsoft Community Support Specialist