Share via

Surface headphones cycle connection - disconnect and then reconnect - is there a way to prevent this?

Anonymous
2023-01-13T01:59:42+00:00

My surface headphones keep "disconnecting" from my PC. The problem is that I will be playing a game and (bluetooth) connected to my PC when it disconnects, and I don't hear anything anymore, this lasts for about a minute and then they will reconnect to my PC again automatically without me intervening.

I've reset to factory settings, I've disconnected from all secondary all devices (so that they're only synced with my PC) and I've ensured that they have the latest firmware updates:

Device name: Surface Headphones

  • Model: Surface Headphones
  • Serial number: 000484521255
  • Firmware version: 1.0.5.74.29
  • Hardware version: 1919-102B
  • Language: English (United States)

Under firmware Update it says:
"Your headphones are using the latest firmware."

What could be causing them to disconnect and reconnect?

Additionally, there is no alert of the disconnect; Cortana does not say "disconnect from ____" or anything. The audio simply cuts, you can hear the noise cancellation change, and they it comes back as the headphones reconnect.

Let me know if I can provide more information.

Surface | Surface Headphones | Other

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question. To protect privacy, user profiles for migrated questions are anonymized.

0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2023-01-13T02:48:06+00:00

    Hello A stick n stone,

    Thanks for reaching out to Microsoft Community. I'm sorry to hear about this issue on your headphones. I understand how frustrating it is to have such problem. But still, I appreciate your time and effort in trying to fix the issue.

    If you already have done resetting the headphones to factory settings, and checked of firmware update but still the issue persists even on another device, then this might already be caused by a potential hardware failure on the headphones. Apparently, any hardware related issues require physical fix. In this case, I'd highly suggest contacting our Microsoft assisted support to get your accessory diagnosed or check your replacement options, if necessary. To get in touch with our live support, follow the steps below;

    On the Surface app

    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.

    Via web browser

    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.

    For detailed instructions on how to contact our support via web browser, you might want to see this thread: click here.

    I hope this helps. Appreciate your patience and cooperation.

    Regards,

    StevenK

    0 comments