Fix problems with setting up your Surface Headphones

If you run into problems when setting up or connecting your Surface Headphones 2, here are some steps to try to get things working.

Having problems using your headphones? Check out Fix problems with using your Surface Headphones.

Problems setting up Surface Headphones

Try the following steps if you're having problems pairing your Surface Headphones with your phone or Windows 10 PC. These problems include:

  • Your Surface Headphones are in pairing mode, but your PC or phone doesn’t find them.

  • Your PC or phone finds your headphones, but you get an error when pairing over Bluetooth.

Things to try

Turn on Bluetooth

  • On Windows 10: Open action center , and make sure the Bluetooth quick action is turned on.

  • On iOS: Open Settings, tap Bluetooth, and make sure Bluetooth is turned on.

  • On Android: Open Settings, and make sure Bluetooth is turned on.

If Bluetooth was already turned on, turn it off, then turn it back on to see if that helps fix the problem.

If your PC or phone can’t find your headphones, check and make sure that your headphones are in pairing mode, so they’re discoverable.

Put your headphones into pairing mode

  1. If your headphones are turned on, press and release the power button to turn them off.

  2. Press and release the power button to turn them back on. You should hear how much battery is left.

  3. Press and hold the power button for about 5 seconds—until you hear “You’re ready to pair.”

  4. Try to pair your headphones.
    For more info, Set up Surface Headphones.

If your headphones were paired to your Windows 10 PC or phone in the past, remove them from your phone or PC, and then try to pair again.

Remove a Bluetooth device

On Windows 10:

  1. Select the Start button, and then select Settings > Devices > Bluetooth & other devices.

  2. Select Surface Headphones > Remove device > Yes to confirm.

On iOS:

  1. Open Settings, and then tap Bluetooth.

  2. Tap the i icon next to Surface Headphones, and then tap Forget This Device.

On Android:

  1. Open Bluetooth settings, and then tap the Gear icon next to Surface Headphones.

  2. Tap Unpair.

After you restart your PC or phone, try to pair again. For more info, Set up Surface Headphones.

Make sure your phone or Windows 10 PC supports Bluetooth 4.0 or later.

Surface Pro 3 and newer Surface devices support Bluetooth 4.0. If you have a PC from another manufacturer, check the manufacturer’s website to see if the PC you have supports Bluetooth 4.0 or later.

For more info, Set up Surface Headphones.

For more info about how to reset your headphones, see Reset Surface Headphones. After you reset them, try to pair again.

If you’re using a Windows 10 PC, run the Bluetooth troubleshooter to see if that fixes the problem. To do this, on your PC, select the Start button, and then select Settings > Update & Security > Troubleshoot > Bluetooth > Run the troubleshooter. If you're having problems in general with Bluetooth on your Windows 10 PC, see Fix Bluetooth problems in Windows 10.

If you have another PC, phone, or other supported device, try to pair your Surface Headphones with that device to see if it works. This can help you determine if your headphones can't pair with one certain device or any device at all.

Can't connect to your Surface Headphones

Try the following if your headphones are already paired over Bluetooth but can’t connect to your phone or Windows 10 PC.

Things to try

Turn on Bluetooth

  • On Windows 10: Open action center, and make sure the Bluetooth quick action is turned on.

  • On iOS: Open Settings, tap Bluetooth, and make sure Bluetooth is turned on.

  • On Android: Open Settings, and make sure Bluetooth is turned on.

If Bluetooth was already turned on, turn it off, then turn it back on to see if that helps fix the problem.

Turn off your headphones, then turn them back on. To do this, press and release the power button to turn them off, and then press and release the power button to turn them back on.

Open Bluetooth settings on your phone or PC, and then see if you can connect from there.

Connect in Bluetooth settings

On Windows 10:

  1. Select the Start button, and then select Settings > Devices > Bluetooth & other devices.

  2. Under Audio, select Surface Headphones > Connect.

On iOS:

  1. Open Settings, and then tap Bluetooth.

  2. Tap Surface Headphones to connect.

On Android:

  1. Open Bluetooth settings.

  2. Tap Surface Headphones to connect.

You can pair your Surface Headphones with up to eight devices. However, they can only be connected to two devices at one time. When you turn on your headphones, they'll tell you which devices you're connected to. You can disconnect from a device using the Surface Audio app. Or you can disconnect from a device by going to Bluetooth settings on your device, and then selecting Surface Headphones.

Disconnect Surface Headphones using the Surface Audio app

On Windows 10:

  1. Select the Start button, then select Surface Audio in the app list.

  2. Under Devices, select Surface Headphones, then select Device details.

  3. In the Paired devices section, select Disconnect for the device you want to disconnect.

On iOS or Android:

  1. Open the Surface Audio app.

  2. Tap Settings next to Surface Headphones, then tap Paired devices.

  3. Under Connected, tap the toggle next to the device to disconnect.

Related topic

If you run into problems when setting up or connecting your Surface Headphones, here are some steps to try to get things working.

Having problems using your headphones? Check out Fix problems with using your Surface Headphones.

Problems setting up Surface Headphones

Try the following steps if you're having problems pairing your Surface Headphones with your phone or Windows 10 PC. These problems include:

  • Your Surface Headphones are in pairing mode, but your PC or phone doesn’t find them.

  • Your PC or phone finds your headphones, but you get an error when pairing over Bluetooth.

Things to try

Turn on Bluetooth

  • On Windows 10: Open action center , and make sure the Bluetooth quick action is turned on.

  • On iOS: Open Settings, tap Bluetooth, and make sure Bluetooth is turned on.

  • On Android: Open Settings, and make sure Bluetooth is turned on.

If Bluetooth was already turned on, turn it off, then turn it back on to see if that helps fix the problem.

If your PC or phone can’t find your headphones, check and make sure that your headphones are in pairing mode, so they’re discoverable.

Put your headphones into pairing mode

  1. If your headphones are turned on, press and release the power button to turn them off.

  2. Press and release the power button to turn them back on. You should hear how much battery is left.

  3. Press and hold the power button for about 5 seconds—until you hear “You’re ready to pair.”

  4. Try to pair your headphones.
    For more info, Set up Surface Headphones with Cortana (United States only) or Set up Surface Headphones (outside of the United States).

If your headphones were paired to your Windows 10 PC or phone in the past, remove them from your phone or PC, and then try to pair again.

Remove a Bluetooth device

On Windows 10:

  1. Select the Start button, and then select Settings > Devices > Bluetooth & other devices.

  2. Select Surface Headphones > Remove device > Yes to confirm.

On iOS:

  1. Open Settings, and then tap Bluetooth.

  2. Tap the i icon next to Surface Headphones, and then tap Forget This Device.

On Android:

  1. Open Bluetooth settings, and then tap the Gear icon next to Surface Headphones.

  2. Tap Unpair.

After you restart your PC or phone, try to pair again. For more info, see Set up Surface Headphones with Cortana (United States only) or Set up Surface Headphones (outside of the United States).

Make sure your phone or Windows 10 PC supports Bluetooth 4.0 or later.

Surface Pro 3 and newer Surface devices support Bluetooth 4.0. If you have a PC from another manufacturer, check the manufacturer’s website to see if the PC you have supports Bluetooth 4.0 or later.

For more info, see Set up Surface Headphones with Cortana (United States only) or Set up Surface Headphones (outside of the United States).

For more info about how to reset your headphones, see Reset Surface Headphones. After you reset them, try to pair again.

If you’re using a Windows 10 PC, run the Bluetooth troubleshooter to see if that fixes the problem. To do this, on your PC, select the Start button, and then select Settings > Update & Security > Troubleshoot > Bluetooth > Run the troubleshooter. If you're having problems in general with Bluetooth on your Windows 10 PC, see Fix Bluetooth problems in Windows 10.

If you have another PC, phone, or other supported device, try to pair your Surface Headphones with that device to see if it works. This can help you determine if your headphones can't pair with one certain device or any device at all.

Can't connect to your Surface Headphones

Try the following if your headphones are already paired over Bluetooth but can’t connect to your phone or Windows 10 PC.

Things to try

Turn on Bluetooth

  • On Windows 10: Open action center, and make sure the Bluetooth quick action is turned on.

  • On iOS: Open Settings, tap Bluetooth, and make sure Bluetooth is turned on.

  • On Android: Open Settings, and make sure Bluetooth is turned on.

If Bluetooth was already turned on, turn it off, then turn it back on to see if that helps fix the problem.

Turn off your headphones, then turn them back on. To do this, press and release the power button to turn them off, and then press and release the power button to turn them back on.

Open Bluetooth settings on your phone or PC, and then see if you can connect from there.

Connect in Bluetooth settings

On Windows 10:

  1. Select the Start button, and then select Settings > Devices > Bluetooth & other devices.

  2. Under Audio, select Surface Headphones > Connect.

On iOS:

  1. Open Settings, and then tap Bluetooth.

  2. Tap Surface Headphones to connect.

On Android:

  1. Open Bluetooth settings.

  2. Tap Surface Headphones to connect.

You can pair your Surface Headphones with up to eight devices. However, they can only be connected to two devices at one time. When you turn on your headphones, they'll tell you which devices you're connected to. You can disconnect from a device using the Cortana app or Surface Audio app. Or you can disconnect from a device by going to Bluetooth settings on your device, and then selecting Surface Headphones.

Disconnect Surface Headphones using the Cortana app or Surface Audio app

On Windows 10 (in the United States):

  1. To open Cortana, select the search box.

  2. Select the Devices tab, and then select Manage my Surface Headphones.

  3. Scroll down to the Bluetooth section, select a device, and then select Disconnect.

On Windows 10 (outside the United States):

  1. Open the Surface Audio app.

  2. Select Device details, and then select Disconnect.

On iOS or Android (in the United States):

  1. Open the Cortana app.

  2. Tap the Devices icon at the bottom, and then tap Surface Headphones.

  3. In Device Settings, tap Paired devices.

  4. Under Connected, select a device you’re connected to, then turn off the toggle to disconnect.

On an iOS or Android device (outside the United States)

  1. Open the Surface Audio app, then tap Settings next to Surface Headphones.

  2. Tap Paired devices.

  3. Turn the toggle on or off to connect or disconnect from your phone.

Related topic

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