How do I fix my headset?

Question

I've recently gotten a new pair of wired headphones (HyperX Cloud Stinger and the Turtle Beach Recon, both with a in-built mic) and I've been having the same issue with both. When I plug it in, it can only seem to recognize the output and input one at a time. If I plug it in, it will only work as an output device and will not recognize the mic unless I plug the jack into the microphone wire, which again, will only work as a microphone and won't have any sound output. Is this a hardware or a software issue? Or is this normal? Thanks.

Moved from: Surface | Surface Headphones | Other

Answer 1

Hi Kaiden Dhiman,

Thank you for reaching out. Since you've tested with two different wired headsets and are seeing the same behavior, I'd like to gather a few details before looking into this further.

Could you let me know:

• Which Surface model are you using?
• Are the HyperX Cloud Stinger and Turtle Beach Recon using a single 3.5 mm connector or separate headphone and microphone connectors?
• Which version of Windows is installed on the Surface? (You can check by pressing Windows key + R, typing winver and sharing the version and build number.)
• Does the issue occur only with these headsets or have you tested any other headset with a microphone on the same Surface?

In the meantime, please open Settings > System > Sound with the headset connected and check whether the headset microphone appears under Input. If it does, let me know the device name shown there.

Please let me know what you find and I'll do my best to help with the next steps

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Answer 2

This is normal in many cases and is often a hardware connection issue rather than a Windows fault.

A wired headset with built-in mic usually needs the correct jack type for combined audio output and microphone input. If one plug position gives only sound and the other gives only mic, that commonly means the PC has separate headphone and microphone inputs, while the headset is using a single combined headset plug. In that case, an adapter that splits one headset jack into two plugs is typically required.

Try these steps:

1. Check the physical ports on the PC.
   • If there are separate headphone and microphone jacks, use a headset splitter/adapter that converts one headset plug into two plugs.
   • If there is only one combo audio jack, the headset should be connected there.
2. Verify the connections.
   • Make sure all cords are fully inserted.
   • If there are multiple 3.5 mm jacks, try the obvious output and mic ports one at a time.
   • Some systems use green for output and pink for microphone input.
3. In Windows, confirm the input device is selected.
   • Go to Start > Settings > System > Sound.
   • Under Input, select the headset microphone if it appears.
   • Use the microphone test to confirm Windows is receiving sound.
4. If the mic still is not detected, check microphone permissions.
   • In Windows 11: Start > Settings > Privacy & security > Microphone.
   • Turn on Microphone access and Let apps access your microphone.
5. If Windows still does not detect the microphone, reinstall the audio driver.
   • Open Device Manager.
   • Expand Sound, video and game controllers.
   • Right-click the audio device and select Uninstall device.
   • Restart the PC so Windows reinstalls the driver automatically.

If the headset works as output only in one jack and mic only in another, that strongly points to needing the correct headset adapter or using the correct combo port.

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References:

• Headsets and mics not being detected - Microsoft Q&A
• Fix sound or audio problems in Windows
• Fix microphone problems