no sound through headphones; headphones stop Netflix

Question

Microsoft Surface Pro Surface Pro with Windows 10 stopped playing Netflix when I plugged in earbuds.  Now I can't get sound from earbuds with any application (such as Youtube) which has worked fine for several years.

Answer 1

Hi francescarlsson

I am trying to help you, but if you mark my replies as unhelpful, it makes it even more difficult to do so. Others will also be less willing to help you with your problem too.

Here are some other suggestions from Netflix support you can try:

Play another TV show or movie

Try to play another TV show or movie. If another title plays without issue, go to the Viewing Activity page (https://netflix.com/WiViewingActivity) and select the Report a Problem link next to the title that did not work.

If you do not see the Report a Problem link, the problem has automatically been reported.

Is your volume on and turned up?

Make sure the volume is turned up on both the Netflix.com player and your computer.

Click Play to begin watching a TV show or movie through Netflix.com.



While your video is playing, locate the audio icon  in the player control bar. Hover over the icon until you get a slider pop-up, then slide the control knob to the top to turn the volume all the way up.



If you're watching on a browser, ensure your tab isn't muted by looking for the mute icon on the Netflix tab while your video is playing. If your tab is muted, right-click on it and select Unmute Tab or Unmute Site.



Ensure the volume on your computer is also turned up.



    There may be volume controls on your keyboard as part of the function keys. Depending on your setup, you may need to hold down the Function (fn) key while also pressing F1.



    If you're using a laptop or tablet, unplug any external speakers or headphones to see if you get better sound through the built-in speakers.



    If you need any help with your computer’s volume, check your owner's manual or talk with your computer manufacturer.

Close other browser tabs, applications or programs

Netflix streaming performance may improve if you close browser tabs, applications and programs that may be taking up your computer's memory and processing resources.

Change your audio settings (Windows App Only)

Launch the Netflix app.



Select a TV show or movie.



While your TV show or movie is playing, move your mouse over the screen.



Click the Dialog icon .



If surround sound (5.1) is selected, try changing it to a non-5.1 option.



Try Netflix again.

Answer 2

Hi francescarlsson

What is the exact make and model?

Open Start, type: system information

Hit Enter

Click System summary

Look in the right pane

Copy the system sku info into reply here.

See example: https://imgur.com/qzektpA

First, run the Playing audio troubleshoot - open Start > Settings > Update & security > Troubleshoot

Scroll down, select Playing audio

Click Run the troubleshooter

When complete, restart your computer then check if audio is working again.

Press Windows key + X

Click Device Manager

Expand Sound, video and game controllers

Right click your audio adapter

Click Properties

Click the Driver tab

Is there an option rollback?

If so, click it.

Also, check to make sure the audio driver is fully updated. This is often the problem when you upgrade to a new version of Windows 10. Sometimes reinstalling the latest available driver from the manufacturers website helps.

Open Start, type: change sound card

Hit Enter

Select the Playback

Right click your Speakers

Click Set as Default Device if it isn't already

Select your speakers

Click Properties

Click the Levels tab

Use the slider to adjust level

Other options:

1. Play a youtube video with the soundcard speaker jack unplugged and let it play through the laptop's inbuilt speakers.
2. While it is playing, plug in the audio jack and see if it starts playing.

Which version of Windows 10 is currently installed? See how to verify:

https://answers.microsoft.com/en-us/windows/wik...

Which version and edition Windows did you originally upgrade from or was installed prior to your current version:

Windows 10 - 1703, 1607, 1511, 1507 (build 10240)

Windows 7 Starter, Home Basic, Home Premium, Windows 8.0 Core, Windows 8.1 Windows 7 Professional, Windows 7 Ultimate, Windows 8.0 Pro, Windows 8.1 Pro

If its Windows 10 1809:

There seems to be some early adopter issues at this time with Windows 10 1809, if you can, I recommend you downgrade to your previous version until the Spring Creators Update matures with future cumulative updates.

Open Start > Settings > Update & security > Recovery > under Go back to my previous version of Windows 10, click Get started.

or

Press Control + Alt + Delete

Click Sign out

At the Sign In screen, hold down the shift key on your keyboard while clicking the Power button on the screen

Continue to hold down the shift key while clicking Restart

Continue to hold down the shift key until the Advanced Recovery Options menu appears

Click Troubleshoot

Click Advanced options

Click Go back to the previous version of Windows

Windows Update might attempt to upgrade to Windows 10 1809 again. See instructions how to block it:

https://www.groovypost.com/howto/block-windows-...

Information in the above link is sourced from a trusted Microsoft MVP Blog.

Answer 3

I would try using the troubleshooter in Settings > Update & Security > Troubleshoot

Under the Get up and running section I would recommend trying the "Playing Audio" troubleshooter.

Didn't work. Tried many fixes, including this one again.  Also,

Got error code U&361-1253-8889000F.

-when tried headphone properties got: "Device being used by another application." ...no idea what application.  

• got "generic audio driver" when reinstalled.

Answer 4

Hello,

See if this support article helps you:

https://support.microsoft.com/en-in/help/402699...

Let us know if this helps!

Answer 5

I would try using the troubleshooter in Settings > Update & Security > Troubleshoot

Under the Get up and running section I would recommend trying the "Playing Audio" troubleshooter.