Share via

Continued Bluetooth LE & Teams Issues with Surface Earbuds

Anonymous
2020-06-04T23:55:37+00:00

On my 2nd pair of Surface Earbuds but still having continued issues with the Bluetooth LE connection. The sound quality degrades when compared to the standard Bluetooth connection + the left earbud continues to produce significant static/hissing while on Teams calls. 

I do not have any issues when connecting normally across a number of devices (Pixel 4, Surface Go, Surface Book 2). Have made tired updating the earbuds, resetting to factory, repairing, etc. to no avail. My primary use case for the earbuds are for work, so this makes the product extremely difficult to use.

Surface | Surface earbuds | M365 apps and services

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

9 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-06-05T15:13:34+00:00

    Hi, Azure_19!

    Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn that you still have issues with your 2nd Surface Earbuds when on a call in Teams. Thanks for taking the time to let us know about this and allowing us to help you out.

    Please allow us to ask questions for us to clarify the situation. When you are using the audio profile Surface Earbuds Stereo, you don't have an issue when playing music/video. When in a Teams call, are you using the audio profile Surface Earbuds Hands-Free AG Audio? As for the static/hissing noise, is it only present on the left? Anything happening on the right? Any further details you wish to share that could help us is welcome.

    Looking forward for your response.

    Kind regards,

    Janette_Z

    0 comments
  2. Anonymous
    2020-06-05T18:39:22+00:00

    That's correct. When on the Stereo profile I can listen to music from my PC with no problems. When switching to the Hands-Free AG profile the audio quality deteriorates when listening to just music and when trying to take a call via Teams a fair amount of static/hissing is coming in through the left ear bud. Not nearly as much "traffic" coming from the right and I often will take calls with only that ear bud in as a result.

    0 comments
  3. Anonymous
    2020-06-05T20:51:14+00:00

    hi I am having the same issue. I went through a whole set up process with a MS agent but he couldn't resolve it. 

    My issue is exactly the same in that the left earbud crackles when any sound is being played through M S Teams i.e. voice etc. The Earbuds seem to pick up my voice without any issues I.e. the people I am talking to don't notice an issue with me.

    As per the other user, the issue seems to be related to the way the earbuds interact with MS Teams, as they work fine with other audio outputs.

    Following the support the MS agent suggested a replacement set of Earbuds as he thought that my pair may be faulty. I have returned mine today and ordered a new pair as I really like these earbuds, but seems like this may not solve the issue.

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-06-05T21:41:51+00:00

    Following the support the MS agent suggested a replacement set of Earbuds as he thought that my pair may be faulty. I have returned mine today and ordered a new pair as I really like these earbuds, but seems like this may not solve the issue.

    New pair didn't resolve it, so not a hardware issue as far as I can tell.

    2 people found this answer helpful.
    0 comments
  5. Anonymous
    2020-06-06T21:41:40+00:00

    I have the same problem (Surface Pro 6 with Windows 10 Build 1909):

    With the audio playback device Surface Earbuds Hans-Free AG Audio connected via Bluetooth LE i constantly hear disturbing noises only on the left headphone. No matter in which application (Microsoft Teams, Spotify, YouTube, ..)

    If I connect the Earbuds with a Smartphone or iPad, I don't have this phenomenon with the noise! Updates, resetting to factory settings, reconnecting, everything does not help. How can that be? It works with Samsung and Apple-Devices but not with the Microsoft Surface? Are you kidding me?

    But the following is interesting: As soon as I switch to the second audio playback device (Surface Earbuds Stereo) in Windows 10, the sound is good without disturbing noises. But, this device only works as a stereo playback device without a microphone. In the sound settings of the corresponding headphones you can see: 2 channel mode, 16Bit and 44100Hz.

    In Microsoft teams I can set Surface Earbuds Hans-Free AG Audio as audio device in the device settings. This is how the microphone works, but the sound sounds awful with disturbing noises. Another setting does not work with the Earbuds.OMG.

    I also noticed that in Control Panel > Sound the following is set for this audio device: 1 channel, 16Bits and 16000Hz. What also surprises me is the relatively old Bluetooth driver in Windows 10:

    driver name: microsoft_bluetooth_hfp.inf

    Class GUID: {4d36e96c-e325-11ce-bfc1-08002be10318}

    Driver date: 03/18/2019

    driver version: 10.0.18362.1

    Driver provider: Microsoft

    Driver section: Common_BthHfAud_Install

    Driver rank: 0xFF0000

    Suitable device ID: BTHHFENUM\BthHFPAudio

    Common Microsoft, you should fix that issue very soon.

    2 people found this answer helpful.
    0 comments