bluetooth speaker is paired but not connected (Surface Laptop 4 with Windows 10)

Question

My bluetooth speaker is "paired" to my surface laptop 4 but it says it isn't "connected". No amount of unpairing and re-pairing seems to change this. So, no sound comes out of the speaker and it isn't listed as an audio device for playback.

I've also tried rebooting the laptop.

How do I get the laptop to "connect" after "pairing" and crucially, how do you get the laptop to play sounds out of the bluetooth speaker.

(The speaker is able to pair with other devices, so I am assuming the issue is with the laptop and not the speaker)

Thanks

Answer 1

Hi LR_112,

Thank you for reaching Microsoft Community. We appreciate for sharing your concern to us.

Would you mind telling me the brand and model of the Bluetooth speaker you want to connect?

Have you tried to connect your Surface device with other Bluetooth accessories? Does it still have the same problem?

You may try the following steps to troubleshoot the issue.

Check Windows Updates including optional updates if available and install them.

Go to Settings >> Update and Security >> Windows updates >> Check for updates.

Run the Bluetooth Troubleshooter.

Select Start, then select Settings > Update & Security > Troubleshoot. In Find and fix other problems, select Bluetooth, and then select Run the troubleshooter and follow the instructions.

If your Bluetooth device displays as Pairedin Settings > Bluetooth & devices > Devices, but you can’t hear audio, make sure it’s connected. In Devices, select More options next to the device, and then select Connect.

Make sure the audio device is within range of your PC. Check to see if any other devices are linked to the Bluetooth speaker. If the speaker is connected to other devices through Bluetooth, you can disable it.

Make sure the audio is playing through the Bluetooth device. Select Start > Settings > System > Sound. Select Choose where to play sound then select the Bluetooth device.

Update Bluetooth driver.

1. In the search box on the taskbar, search for Device Manager, and then select Device Managerfrom the list of results.
2. In Device Manager, select Bluetooth, and then select the Bluetooth adapter name, which may include the word “radio.”
3. Press and hold (or right-click) the Bluetooth adapter, and then select Update driver > Search automatically for updated driver software. Follow the steps, then select Close.
4. After installing the updated driver, select the Start button, select Power > Restart if you're prompted to restart, and then check whether that fixes the connection issue.

Uninstall Bluetooth adapter.

1. In the search box on the taskbar, enter device manager, then select Device Managerfrom the results.
2. In Device Manager, select Bluetooth. Press and hold (or right-click) the Bluetooth adapter name (which may include the word “radio”), and select Uninstall device.
3. Select Start, then select Power > Shut down.
4. After your device shuts down, wait a few seconds, and then turn it back on. Windows will try to reinstall the driver.
5. If Windows doesn't reinstall the driver automatically, open Device Manager and select Action > Scan for hardware changes.

Let me know how it goes.

Kind regards,

Lavenia

Answer 2

Hi,

Thank you for your reply.

It's a Google mini. It is right beside the laptop. And they are both within a few feet of the router and the wifi signal is also great.

Since you ask about other bluetooth devices: The laptop has also recently (unilaterally and out-of-the-blue) decided it doesn't want to stay connected to the wireless (Brother) printer (it needs to be reconnected every single day - which is becoming tedious). The printer remains connected to the other computers, so I'm assuming the printer itself is fine. The laptop also randomly decides to disconnect from the bluetooth mouse and keypad (both Microsoft devices) but will, at least, reconnect to them and stay connected for a few weeks at a time.

The Google mini, on the other hand, will not connect at all (despite the laptop saying it is paired) and despite the speaker itself thinking it is paired. I did also try switching the speaker itself on and off again and attempting to reconnect - this has had no effect.

In answer to your various suggestions:

Make sure the audio is playing through the bluetooth device

The Bluetooth device is not listed as an option in which to play sound through - which is part of (or may be the entire) the problem.

Check Windows Updates

I have already tried checking for Windows updates (it's all up to date, apparently).

Run Bluetooth troubleshooter

I have already tried the Bluetooth troubleshooter - it says that there are no problems!

If your Bluetooth device displays as Paired in Settings > Bluetooth & devices > Devices , but you can’t hear audio, make sure it’s connected. In Devices, select More options next to the device, and then select Connect.

This is the crux of the issue I was alluding to, perhaps - the speaker is "paired" but NOT connected (and there is no option to connect it)

Update Bluetooth Driver

I did this already - it says the best drivers are already installed.

Uninstall Bluetooth Adapter

I had not tried this - so I have just done it. It has unfortunately made absolutely no difference.

Is there anything else I can do (apart from factory reset the entire laptop)?

Answer 3

It would be best to reach out our live support team so they can check your device remotely. You may reach them using the Surface App following the instructions below.

1. Open the Surface App and select Help & support > Get help.
2. Type in the problem you need help with.
3. Look at any available solutions offered and select Contact Support.

Or via web:

1. Go to Contact Us - Microsoft Support and select Devices.
2. Choose your preferred support method.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

Answer 4

Thank you for your reply.

I have managed to fix this, so I'm just returning to this thread in case what I did helps anyone else ~~and so that I can find it myself if it ever happens again!~~I think the issue was something to do with Bluetooth A2DP in Windows 10, but I really don't know for sure...

So, full disclosure: I have no real idea how or why this works, but this is what I did:

I unpaired the Google mini using the "Google Home" app on my phone and I removed it as a blue tooth device.

I uninstalled the bluetooth drivers (as per the first reply from Lavenia A, above)

I restarted the laptop.

I re-paired the Google mini (by enabling pairing on the Google Home app on my phone and then re-pairing it via Bluetooth on my laptop.

This got the Google mini to be "connected" as well as "paired", although it still wasn't showing up as an audio device (it was showing up as a "Sound, video and game controller" in the Window's Device Manager).

I restarted the laptop and nothing really happened, so I unpaired the Google mini again, as described above.

I installed the Bluetooth Audio Receiver (free from the Microsoft store here: https://apps.microsoft.com/store/detail/bluetooth-audio-receiver/9N9WCLWDQS5J) and I opened a connection to the Google mini.

I restarted the laptop again and then re-paired the Google mini, as described above.

And then it was working again... fingers crossed it continues to work.

Answer 5

I'm happy to hear that you were able to resolve the problem on your end. Thank you for outlining the actions that solved the problem. This will help other members who may have the same concern as you.

Should you have new concerns, feel free to reach us back in creating a new thread by clicking this link: Create a new question or start a discussion.

Enjoy your weekend and stay safe!