Fix problems with using your Surface Headphones

Applies to: Surface Headphones

If you run into problems when using your Surface Headphones, here are some steps to try to get things working again.

For problems setting up your headphones, see Fix problems with setting up your Surface Headphones.

Audio problems with Surface Headphones


Try the following steps if you've already paired and set up your headphones, but you're having problems when listening to music or making calls. Start with the Things to try first, and then try the next steps depending on the specific audio problem you're having.

1. Things to try first

2. Try to fix specific audio problems

Try the following stepsdepending on the specific problem you're having.

Problems with touch controls and noise cancellation


If you're having problems with touch controls or noise cancellation, try the following depending on the specific problem you're having.

Before you begin

To use Cortana, first update your Surface Headphones. After that, allow voice prompts and turn on touch control. (For info about how to do this, see Manage Surface Headphones settings.) Check to see if this fixes the problem you’re having. If it doesn’t, continue and try the following steps.

I can hear music, but noise cancellation and touch controls don't work

Problem:
When my Surface Headphones are connected using Bluetooth, I can hear music. However, these problems occur:

  • Nothing happens when I turn the dial on the left to adjust noise cancellation.
  • I don’t hear a beep when I tap the touchpad on either ear.
  • When I take off my headphones while music is playing, music doesn’t pause automatically.

Try this:

  1. Put your headphones on your head and play some music.
  2. Take off your headphones and look at the LED light next to the mute button.

Active noise cancellation doesn't work, but other things work

Problem:
Active noise cancellation doesn’t work when you turn the dial on the left, but other things do work. For example, the touchpads on either ear are working and music pauses automatically when you take off your headphones.

Try this:

  1. Put your headphones on your head and turn the dial on the left to adjust noise cancellation.
  2. Press and release the power button to turn off your headphones. You should hear “Goodbye” on your headphones.

The touchpad controls don't work, but other things do

Problem:
The touchpads on either ear aren’t working, but other things do work. For example, noise cancellation works when I turn the dial on the left, and music pauses automatically when I take off my headphones.

Try this:

  1. Put your headphones on your head and listen to some music.
  2. Tap the touchpad on either ear and listen for a beep.
    • If you hear a beep, but music doesn’t pause, you might be using an app that doesn’t support pausing music from your headphones
    • If you don’t hear a beep, make sure you tap the middle of the touchpad on either earnot the edge. If you still don’t hear a beep, try the following: