Windows 11 keeps changing audio output device

Question

I have a brand new Microsoft Surface Pro 9 with Windows 11. I plugged in my old 3.5mm headphones via the external monitor connected through a Surface dock (the monitor itself does not have sound, just a microphone jack) and Widows detected them, installed the correct driver (N32QW-DP HD Audio Driver for Display Audio) and audio played successfully for about 10 seconds, then just stopped. Unplugging and re-plugging the 3.5mm cable occasionally resulted in the audio device returning to the list and sound working again. Sometimes it would run for several minutes then just stop again.

I thought maybe the problem was running headphones through a monitor or a faulty cable/plug, so I purchased brand new JBL TUNE520BT Bluetooth headphones. When I turned them on, the Surface Pro detected them and installed the latest driver "Headphones (JBL TUNE520BT)". These worked fine for about a minute, then the audio just stopped again. Waiting a while (several minutes), the driver re-appeared in the list of connected devices, and audio commenced again for a while. After some testing, it appeared that the audio stopped at around the same time every time during a You-Tube video. It was like there was something "triggered" within the audio driver that disconnected the headphones (e.g. something else trying to use the audio output device), then reconnected them again. Almost like a pop-up ad starting up taking control of the selected audio device. This time the anomaly was accompanied with a message on the headphones "power on, connected", which indicates that the connection was momentarily interrupted and restored.

I have tried different 3.5mm headphones, same problem. All these headphones work fine on other devices and my older Surface Pro at work, which has the same setup but is running Windows 10 and has its own 3.5mm jack.

I therefore don't think the issue is specifically Bluetooth or headphone-related. The same problem happens with the hardwired headphones via the external monitor. It appears to be a problem with the Windows 11 audio management system, which for some reason is choosing to "lose" any audio device other than the built-in audio device "Speakers (Realtek High Definition Audio(SST))". When I play audio through these built-in speakers the problem does not occur - sound continues without interruption. However, I don't want the sound to come out through speakers, I want it to come out through headphones for privacy.

I have already:

* Disconnected and reconnected the drivers and devices

* Installed Windows 11 from scratch

* Installed the latest hardware drivers for all devices

* Un-selected "Allow applications to take exclusive control of this device"

* Taken the tablet far away from any potential EMI interference sources (and Bluetooth headphones were within a metre of the tablet).

Windows spec:

Edition Windows 11 Home

Version 22H2

Installed on ‎28/‎08/‎2023

OS build 2**********

Serial number 0F**********

Experience Windows Feature Experience Pack 1**********

***Moved from Windows / Windows 11 / Devices and drivers***

Answer 1

I do not have a USB - C Adapter. I only have standard type USB flash drives and they don't fit into the Surface Pro 9. The problem still persists so will need to wait until I can purchase a type C flash drive.

Answer 2

I assume it is possible to make a bootable type C flash drive? I am still away on leave and will try rebuilding the tablet when I return.

Answer 3

Hello Jon,

Yes, definitely, you can use a USB C Flash Drive.

Hoping to hear back from you soon

Regards,

Rolando S.

Answer 4

Hello Jon,

We haven't heard from you, so we assume that your issue has already been addressed. 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 (microsoft.com)

Thank you for understanding.

Regards,

Rolando S.

Answer 5

Hi Rolando. I have completely rebuilt my tablet using the instructions you provided. Once it was fully rebuilt I tried the wired headphones. They were detected when I plugged them in, driver installed, sound played through them for a few minutes, then it stopped. Then I turned on the Bluetooth headphones. Again, the headphones were correctly detected, the driver installed automatically, sound played for a few minutes, then it stopped as well.

Interestingly, the headphones would play for the duration of the song on my YouTube playlist. As soon as the song ended, the headphones (both wired and Bluetooth) would stop and disappear from the available audio devices list. In the meantime, YouTube appeared to be continuing to play the music video (picture continued and I could listen on the built-in speaker). If I then unplugged the headphones or turned them off, then plugged them back in again or turned them back on, I would hear the music again through the headphones, until the end of the song. Windows 11 literally removed the device every time it got to the end of the song - repeated this about twelve times to make sure it wasn't a coincidence.

I have since discussed this with an IT expert at my work. He had exactly the same problem with Windows 11 on his HP laptop. Spent months playing with drivers and tweaking settings, to no avail. Then one day HP released a firmware update, and suddenly his headphones worked correctly. He said this was a glitch in the audio part of Windows 11. This glitch has been addressed by HP (as confirmed above) and also by Dell: https://www.elevenforum.com/t/usb-headset-dropping-connection-at-random.12314/

I am therefore expecting that Microsoft will also at some stage release a fix for the Surface Pro tablets to be able to use headphones with Windows 11. However, until they do, I will not be able to use headphones. I will therefore either return the Microsoft Surface Pro 9 / Win11 to the store (as it is not fit for purpose) or see if I can get a copy of Windows 10 for it, and then upgrade to Windows 12 when that is released. If you have any other ideas please let me know.