My Sony WH-1000XM4 headphones will not play sound when I connect to my Microsoft Surface Laptop 4

Question

Before, I used to be able to connect to my Surface Laptop 4, and it beautifully played the sound of whatever I was watching through my headphones. Now, it still connects the headphones as a bluetooth device, but it is not even listed as an option for an audio output device. The only output option it has listed are the laptops' speakers (Realtek High Definition Audio (SST)). The microphone on the headphones is not even recognised either. It's weird, because the touch functions on my WH-1000XM4 headphones still operates perfectly on the laptop (i.e. pauses/plays and even skips videos).

I have tried to solve the problem by resetting my headphones and its app, updating my laptop and headphones in case of possible new software, removing the headphones from any other devices (including my phone, galaxy s23 plus), and even rummaging through the sound settings to find where the headphones are to be used as an output device (also as a microphone input option, since it has a microphone). None have worked.

Would much appreciate if advice was given to be able to use these headphones again like I used to.

Answer 1

Hi Sion Hatgifotis

We value your active engagement in the Microsoft Community. I apologize that you’re encountering problems with your Sony WH-1000XM4 headphones on your Microsoft Surface Laptop 4. Below, you’ll find a set of troubleshooting steps to assist you.

1. Download and run the Surface diagnostic toolkit on your Surface. This will help us fix any hidden issue on your Surface device.
2. Check if your headphones are set as the default audio device. Right-click on the speaker icon in the taskbar and select "Open Sound settings." Under the "Output" section, make sure that your headphones are selected as the default device.
3. Try disabling and re-enabling your headphones**. Right-click on the speaker icon in the taskbar and select "Open Sound settings." Under the "Output" section, click on your headphones and select "Disable." Wait a few seconds, then click on your headphones again and select "Enable."**
4. Update your Bluetooth drivers. Go to the Device Manager, expand the "Bluetooth" category, right-click on your Bluetooth adapter, and select "Update driver." Follow the on-screen instructions to update your drivers.
5. Reset your Bluetooth adapter. Go to the Device Manager, expand the "Bluetooth" category, right-click on your Bluetooth adapter, and select "Uninstall device." Do not put any check mark on the small box that say complete delete. Just click uninstall and then click okay.
6. Also in device manager, click on sound, video and game controllers> then right click on Realtek High-Definition Audio>Then select uninstall> Do not put any check mark on the small box that say complete delete. Just click uninstall and then click okay.
7. Then download and install the driver pack on your Surface device. This will help us update the hardware and firmware.
8. Then, restart your computer, and Windows will automatically reinstall the Bluetooth adapter.
9. Once it's on test again the Headphones to your Surface.
10. Try pairing your headphones with another device to see if the issue is with your headphones or your laptop.

Let me know if you have any further questions or concerns.

Kind regards

Christopher.

Answer 2

Hello Sion Hatgifotis

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,

Christopher