Headphones randomly change noise cancellation value

Question

Hi: 

I received my headphones Friday and have just started using them in the office today. Randomly the headphone noise cancellation value changes from maximum to something less (around 75%) without any intervention from me. 

When it happens I can adjust the left ear control and reach maximum again. In the Cortana Device Setup app I can also see this setting change. 

It happens when paired with a Windows 10 PC over both Bluetooth or USB. It seems more frequent over Bluetooth. The headphones were 90% charged when this was happening.

I guess it's not the end of the world but these things were $350. 

Thanks, 

Kyle

Answer 1

Hi KyleReed2,

Thank you for posting your issue.

Just to clarify, does this happen when you are in an area with loud background noise? If it does, this can happen in environments where loud noises occur. There are some fast-transient noises that can’t be filtered out by active noise cancellation. 

Regards

Answer 2

Hi KyleReed2,

Thank you for posting your issue.

Just to clarify, does this happen when you are in an area with loud background noise? If it does, this can happen in environments where loud noises occur. There are some fast-transient noises that can’t be filtered out by active noise cancellation. 

Regards

Just to clarify, you're saying that a loud background noise may cause the noise cancellation setting on the headphones to change without my intervention?

Answer 3

Yes, KyleReead2.

Answer 4

Hi KyleReed2,

Thank you for posting your issue.

Just to clarify, does this happen when you are in an area with loud background noise? If it does, this can happen in environments where loud noises occur. There are some fast-transient noises that can’t be filtered out by active noise cancellation. 

Regards

Just to clarify, you're saying that a loud background noise may cause the noise cancellation setting on the headphones to change without my intervention?

Yes, but in that case the noise cancelation will return to the previous set value after a very short time.  The behavior where it permanently drops until you readjust it is not expected.  I would try resetting your headphones back to factory settings:

https://support.microsoft.com/en-us/help/4470092

If that does not resolve the issue then I would either go back to where you purchased the headphones or contact Surface support to exchange the headphones.

thanks,

Jerry