Surface Go headphone issue

Question

Audio works fine through the Surface Go speakers, however when I plug headphones in, the audio stops and the video (Youtube or Netflix) crashes.  Same problem using Spotify - song plays great over speakers, but with headphones the app crashes.

If I try plugging the headphones in before starting the video or song, it just doesn't work at all.

I've tried rebooting the Surface Go, and did the audio troubleshooting thing - I can't get sound to play through headphones at all.

I've tried both Apple earpods and Skullcandy earbuds.

Thanks!

Answer 1

Hi Sarah,

Running the audio troubleshooter might help fix the audio issue automatically.To run the troubleshooter, select the Start  button, type Troubleshoot, and then select Troubleshootfrom the list of results. Select Playing Audio > Run the troubleshooter.

If that didn't work, run the Surface Diagnostic Toolkit. The diagnosis and repair takes about 15 minutes as it would check for both Windows and driver updates. It will automatically install any missing Windows Update or driver and firmware update for your device. Click **here**to learn how to run the toolkit.

After running the toolkit, force shutdown and restart your device to ensure that all updates are applied.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, use this shutdown process to make sure your Surface completely turns off.

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (this takes about 20 seconds), then release the power button.

Uninstall and reinstall the audio driver if running the toolkit didn't help. To do this:

1. Open Start , enter Device Manager, and select it from the list of results.
2. Under Sound, video and game controllers, right click the audio driver.
3. Select Uninstall.
4. Restart your Surface and let Windows reinstall the driver.

If you continue to have this issue even after performing the above steps, please reply to this thread. The system will notify me so I can get back to you and provide you more answers.

Regards.

Answer 2

Thank you! The audio troubleshooter didnt help, but the Diagnostic Toolkit did. All fixed 😊

Answer 3

Thanks Sarah and Mark - I had the same problem. Manually running Windows 10 software updates on my Surface Go (in S mode) solved the problem for me.