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disconnect when put back in the case.

Anonymous
2023-05-07T02:07:30+00:00

my surface buds won't disconnect when I put them back in the case. they do that only when I connect the charger. it charges fine.

any way to fix this? I have tried replacing the case and am out of warranty

Surface | Surface earbuds | Other

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  1. Anonymous
    2023-05-07T19:38:20+00:00

    Hi ManiRajah,

    Thank you for reaching Microsoft Community. I’m sorry to hear that your Surface earbuds won't disconnect when you put it back to the case. Let us work on this together.

    Kindly try the following steps below:

    Update Surface Earbuds.

    To keep your earbuds and charging case working their best, you might need to update the charging case at some time. To do this, you’ll need to use the Surface app for Windows 10/11 and the USB cable that came with your Surface Earbuds.

    On a Windows 10/11 PC

    1. Plug the USB cable into your PC and plug the USB-C end into the USB-C port on the back of the charging case.
    2. Open the Surface app, then select Surface Earbuds.
    3. Select Device information, and under Update your charging case, select Update case if an update is available. This button appears when an update is available.
    4. Keep the USB cable plugged in and follow the instructions.

    Reset Surface Earbuds or reset the firmware.

    See Reset Surface Earbuds - Microsoft Support.

    I hope that works. Let me know how it goes.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-05-08T19:11:33+00:00

    Surface app on my surface laptop/pro 3 doesn't show my earbuds, I hear the ding when USB is connected.

    Also tried to take the surface earbuds outside the case and connected to my android phone.

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  3. Anonymous
    2023-05-09T22:53:12+00:00

    Have you tried to reset and set it up again with your surface device? You may need to update your Surface App.

    Have you also tried updating your earbuds on your Android device? To learn how, see Update Surface Earbuds - Microsoft Support.

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  4. Anonymous
    2023-05-09T23:00:15+00:00

    yes. and I got a new case from Microsoft so feels like an issue on the buds side.

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  5. Anonymous
    2023-05-10T20:14:32+00:00

    Despite of all troubleshooting you tried even resetting and updating the earbuds and none of them did fix the problem. It is possibly a hardware problem on the Surface earbuds itself. You can check available replacement options by contacting our live support team so they can assist you with the process. You may reach them following the instructions below.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    Any replacement process is beyond our support boundaries here in the community. And it's for this reason that we're directing you to our live support team.

    All the best!

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