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Headphones not working whether bluetooth or USBC wired

Anonymous
2020-06-30T10:28:55+00:00

I have been attempting to use my 6 month old Surface Pro X for Video calls, my Bluetooth headphones (Airpods Pro or Beats) connect but at least 50% of the time the mic does not work and VC participants cannot hear me yet I can hear them.

I have also tried USBC wired headphones that have worked once or twice but when inserted into the USBC connection nothing is recognised 99 times out of 100, and if they are recognised if I have to remove the cable for whatever reason I have to try re-starting another 100 times.

For both of these issues, I have tried every action that has been listed in the forum since 2016 and nothing has worked. It appears clear to me that this is an ongoing issue, which I assume the support and product team are aware of.

Please can I get a definitive resolution

Surface | Surface Pro | Sound and camera

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  2. Anonymous
    2020-06-30T21:22:32+00:00

    I've been using a "cheap" Logitec USB A headset for the last few month with my Pro X and it's never given me a problem. I've used it with the Surface Dock (on loan from my employer) as well as via a USB A to USB C adapter. I've read of Bluetooth issues, but find it odd that you're also having trouble with a wired headset. I don't have any USB C devices (esp. not headsets) to try, but there must be something about the specifc device you're trying as I don't think the issue in inherent to the Pro X or I would think I'd be having issues too.  

    I've used mine with Google Meet, Zoom, Amazon, and Teams that I can think of.

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  3. Anonymous
    2020-07-01T12:17:59+00:00

    Thanks DomFriant

    My Surface ProX doesn't have a USBA connection/port only USBC port?

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  4. Anonymous
    2020-07-01T13:18:16+00:00

    Correct, it only has only USB C ports. I have no USB C devices; everything I have is USB A, including my headset. So I purchased a couple of USB C to USB A adapters to use USB A devices with my Pro X:

    https://www.amazon.com/gp/product/B07XYTHCXV/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

    https://www.amazon.com/gp/product/B07Z7VPWTL/ref=ppx_yo_dt_b_asin_title_o00_s01?ie=UTF8&psc=1

    That seemed to be the cheaper option for me vs buying new devices since most of the computers I use and work with don't have USB C.

    I considered whether you might be having a driver issue with your wired connection, but that doesn't make sense either as if that was the case it wouldn't ever work. Sorry I don't have any better ideas, what you've described sounds very bizarre. So my only suggestion really is if you have a USB A headset, maybe try that (with an adapter) and see if it works any better. Or if you have a wired headset that uses a 1/4" headphone jack, you could get a USB C headphone adapter since the Pro X doesn't have a headphone jack.

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  5. Anonymous
    2020-07-02T07:06:01+00:00

    Hello, can you tell me your audio chip driver version?

    If all the three of audio chip driver version are lower compare with the following link then you may have to perform a check updates and waiting for Microsoft to pushing to your device.

    https://support.microsoft.com/en-us/help/4526368/surface-pro-x-update-history

    BTW, I had the same issue and I'm waiting the updates.

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