Surface Keyboard disconnects during Zoom Calls

Question

I have a weekly Zoom call, and for some reason, my Microsoft Surface keyboard (Bluetooth) disconnects every week at some point during the Zoom call.

When I go to reconnect it, it asks for me to enter a 6-digit pin and hit enter to reconnect, and it always fails.

I have to go into the "Bluetooth & Devices" section, ask it to "Remove Device" and then reconnect it,

It only seems to happen when using Zoom.

I'm also using a Surface Laptop 3 with Windows 11 (with an external Samsung monitor). The speakers are also Bluetooth, but both the speakers and keyboard work fine together until the Zoom call starts. The speakers thankfully do not disconnect when the Zoom call starts.

Any ideas?

Answer 1

Hi Wesley Wiley,

Thank you for reaching Microsoft Community.

May i know how are you accessing Zoom? Is it through the desktop client/app or just through the web browser? If through the browser, may I know which browser are you using?

When did this issue started and were there any changes made on the device before this happened?

Have you tried also using other video conferencing apps like Teams to test if the same issue also occurs?

It is very unlikely to have a Bluetooth device disconnects only when doing a Zoom call especially that it only occurs on one of the Bluetooth devices connected but kindly try first checking for the Surface drivers' health through the Surface app and run the Surface Diagnostic Toolkit on the device to run some system checks and repairs. After which, make sure also that the device is up to date by checking for updates in Windows Settings > Windows Updates and make sure all updates are installed including Optional updates. See this page for reference: Find out which Surface model you have - Microsoft Support

Try also doing these steps below then see if issue persists;

Open Device Manager

Expand Bluetooth

Double-click on the Bluetooth Radio adapter of the device

Go to it Power Management tab

Uncheck the box next to the Allow the computer to turn off this device to save power option

Click OK

Do the same steps for the Bluetooth Low Energy GATT compliant device under Human Interface devices

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hi Wesley Wiley,

We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion