Surface pro 9 Problem out of sync in bluetooth headphones in video and sound

Question

Lately in my new Surface Pro 9 I realized that in any video in browsers (all browsers) sound and video are out of sync.

In speakers works perfect

I tried many different blue tooth headphones of different manufacturers and the problem is the same

I checked for updates everything is in the last version.

I deleted and reinstall bluetooth drivers and sound drivers but still the problem remains

Also runned all diagnostics from surface app

Please any assist is useful

George Visvikis

***Moved from Windows / Windows 11 / Devices and drivers ***

Answer 1

Hello George,

Thank you so much for posting in Microsoft Community.

I appreciate you raising this concern to us and I understand that you're having issues with your Surface Pro 9 sound and video are out of sync in all browser. You got me here, we'll definitely sort this out together. From what I have understand the issue, the sound is not sync to the video if you're using a Bluetooth Headphones.

Thank you for trying some troubleshooting steps. Here are other things I can recommend in solving the issue:

1. Try to reset the Bluetooth connection on your Surface Pro 9. Go to settings >> Devices >> Bluetooth & other devices, and then select headphones. Afterwards, click on remove device, and then pair the headphones again.
2. Try to disable audio enhancements by going to Settings >> System >> Sound, and then click on Sound Control Panel. Select your headphones, click on Properties, and then go to Enhancements tab. Check the box next to "Disable all enhancements" click next or ok.
3. Download drivers and Firmware. If your Surface pro 9 is an Intel base, see this link: Download Surface Pro 9 with Intel Processor Drivers and Firmware. from Official Microsoft Download Center.

You may also visit this link for further options on how to Fix Bluetooth problems in Windows - Microsoft Support.

If any case, the issue persist to happen, there is a need to consider in doing a clean installation of your Surface Pro 9. This is a complete reset thus, it wipes out everything from the Surface. To do this, you need to use a Flash Drive that has 16GB or 32GB only. See this link for the steps: Creating and using a USB recovery drive for Surface - Microsoft Support.

Please let me know if this works for you. Hopefully it helps.

Best regards,

Rolando S.

Answer 2

I did all without success problem continues

clean installation clears all my data or only overwrites windows files?

to take backup

Answer 3

Hello George,

Thanks for the response.

Basically, clean installation will wipe out everything from the Surface and basically reinstall a new operating system. Thus, please backup all important data in that Surface.

Please let me know if that solves the issue.

Kind regards,

Rolando S.

Answer 4

Hello George,

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,

Rolando S.