Not able to pair replacement Surface USB Link with Surface Headphone 2+

Question

I received my Surface USB Link replacement and try to follow the instructions at https://support.microsoft.com/en-us/surface/get-a-replacement-for-microsoft-surface-usb-link-e862e6c6-0945-494f-bb4d-2e731f3b4724. But the Surface app does not show "Surface Headphones" as a listed accessory in the Surface app. I can connect the headphones via Bluetooth, and then they show if the usb link is not plugged in. As soon as I insert the usb link they go away from the Surface app. The USB link is showing as an audio device, but I have no way to pair it with my Surface headphones 2+.

Any suggestions/ideas on how to pair the replacement Surface USB link with Surface headphones 2+？

Answer 1

Hi Roy_Cheng,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware that you're having trouble pairing your replacement Surface USB Link with your Surface Headphones 2+. I am here to help and let us work on this together.

Here are some troubleshooting steps that you can try:

1. Make sure that your Surface Headphones 2+ are turned on and in pairing mode. To do this, press and hold the power button until you hear the pairing sound.
2. Make sure that your Surface USB Link is plugged into a USB port on your computer.
3. Open the Surface app and make sure that it's up to date. You can check for updates in the Microsoft Store.
4. If the Surface Headphones 2+ are still not showing up in the Surface app, try resetting them. To do this, press and hold the power button and the mute button for 10 seconds until you hear the power down sound.
5. If none of the above step's work, try uninstalling and reinstalling the Surface app.

Let me know if you're still having trouble pairing your Surface Headphones 2+ with your replacement Surface USB Link.

Kind regards,

Lavenia

Answer 2

Hi Roy_Cheng,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware that you're having trouble pairing your replacement Surface USB Link with your Surface Headphones 2+. I am here to help and let us work on this together.

Here are some troubleshooting steps that you can try:

1. Make sure that your Surface Headphones 2+ are turned on and in pairing mode. To do this, press and hold the power button until you hear the pairing sound.
2. Make sure that your Surface USB Link is plugged into a USB port on your computer.
3. Open the Surface app and make sure that it's up to date. You can check for updates in the Microsoft Store.
4. If the Surface Headphones 2+ are still not showing up in the Surface app, try resetting them. To do this, press and hold the power button and the mute button for 10 seconds until you hear the power down sound.
5. If none of the above step's work, try uninstalling and reinstalling the Surface app.

Let me know if you're still having trouble pairing your Surface Headphones 2+ with your replacement Surface USB Link.

Kind regards,

Lavenia

Hello, Lavenia

First, thanks for your prompt reply. But I think you misunderstood my question and let me explain clearly.

According to your troubleshooting steps and the problems is against Surface Headphones 2+ as you provided. But actually my question is against "Surface USB Link" Dongle can't recognize through Surface App.

Because I lost my Surface Headphones 2+ Dongle(Surface USB Link), so I try to apply new one "Surface USB Link" Dongle from the website (Get a replacement for Microsoft Surface USB Link - Microsoft Support), after received the new one replacement "Surface USB Link" Dongle and connect the Dongle to my Surface Laptop, then launch Surface App found can't show Surface USB Link Dongle device in the interface, so I can't Pair my Surface Headphones 2+ with new Dongle.

I also try to buy other new one "Surface USB Link" Dongle from Microsoft Store Website (Buy Microsoft Surface USB Link - Microsoft Store). Unfortunately, the new buy one is the same with previous replacement Dongle. (In Surface App still can't recognize)

I also found some end user have the same situation and no solution to fix in Microsoft Community, could you please help highlight the problems to give us a reasonable explanation and solution? Thank you.

Here're replacement Surface USB Link Dongle Pair step from Microsoft Website (Get a replacement for Microsoft Surface USB Link - Microsoft Support), but I can't find "Surface Headphones - Microsoft Surface USB Link" in Surface App after connected the Dongle.

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After you receive your replacement Surface USB Link, you’ll need to pair it with your Surface Headphones 2+ by using the Surface app.

On your Windows 10/11 PC

1. Plug the replacement Surface USB Link into the USB port on your Windows 10/11 PC.
2. Select the Start button, then select Surfacein the app list.
3. In the Surface app, select your Surface Headphones, then select Microsoft Surface USB Link > Pair.
4. Follow the on-screen instructions to pair your Surface USB Link to your Surface Headphones.

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PS. I'm very make sure my Surface headphones 2+ is workable and functional via Bluetooth, but after lost my original "Surface USB Link" Dongle, it look like no any way to pair with new "Surface USB Link" Dongle through Surface App.

Also attached the screenshot with the replacement and buy from website new Dongle, it can recognize in Windows OS "Settings - Bluetooth & other devices" page and "Device Manager", but not in Surface App.

System Environment: Surface Laptop with Windows 11 OS and Surface App v61.23080.123.0

Answer 3

We're sorry if none of the solution works. Despite of all the troubleshooting steps we have gone through, it would be best to reach out to our live support team for further help as they can check your device remotely. You may reach them by following the instructions below.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You may also check this post from Barb Bowman and follow the steps with screenshots on how to reach out to our technical support team: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community.

Answer 4

I appreciate you for clarifying and providing us the photo, Roy_Cheng. We're sorry if none of the solution works. Let's continue working on this and isolate the issue.

• Have you gone through uninstalling and reinstalling the Surface App?

Will you also try the following steps below:

Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

Also make sure your device is up to date. You may also check optional updates available.

Go to Settings >> Windows updates >> Check for updates. To check optional updates, click advanced options and select optional updates.

Check if the Surface app has updates in Microsoft Store. Click the three-dots option on the upper right corner > look for Surface App then update if there are needed updates.

Try to uninstall the Surface app again and install the Surface Management Extension instead.

Update drivers and firmware for your Surface.

1. Go to Download driver and firmware for Surface, choose Surface Laptop.
2. Then click the link next to Surface Laptop 4 then click Download on the next page.
3. Choose the .msi file that matches your current OS Build and click Next.
4. After downloading, run and install the .msi then Restart.

Answer 5

Hello, Lavenia A

Yes, I already try those steps which you provided. But the situation is the same with my Surface Laptop. And the problems also can reproduce in other Surface Laptop from my friends. Our Surface Laptop system all update to date.

I think if we lost original "Surface USB Link" dongle which include in Surface Headphones 2+ package, there is no way to pair with new buy "Surface USB Link" dongle for end user and that's my summary result. And I think the problems is why the new buy or apply replacement "Surface USB Link" Dongle can't recognize in Surface App, so the dongle can't through the App to pair my Surface Headphones 2+. Anything good suggestion? Thank you!