Surface
Surface Headphones
Surface Headphones
Fix problems with setting up your Surface Headphones
Applies ToSurface Headphones 2 Surface Headphones
Surface Headphones 2Surface 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/11. 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 Windows 11:Select Network on the right side of the taskbar, then select the Bluetooth quick setting.

  • 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 10/11 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 Windows 11:

  1. Select the Start button, and then select Settings > Bluetooth & devices > View more devices.

  2. Select More options (three vertical dots) next to 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 10/11 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 10/11 PC, run the Bluetooth troubleshooter to see if that fixes the problem.

On your Windows 10 PC: Select the Start button, and then select Settings > Update & Security > Troubleshoot > Bluetooth > Run the troubleshooter.

On your Windows 11 PC: Select the Start button, then select Settings >  System > Troubleshoot > Other troubleshooters > Run next to Bluetooth.

If you're having problems in general with Bluetooth on your Windows 10/11 PC, see Fix Bluetooth problems in Windows.

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 Windows 11:Select Network on the right side of the taskbar, then select the Bluetooth quick setting.

  • 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 Windows 11:

  1. Select the Start button, and then select Settings > Bluetooth &devices > View more devices.

  2. Select More options (three vertical dots) next to Surface Headphones, then select 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 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 app

On Windows 10/11:

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

  2. Select Surface Headphones > Device information.

  3. Under Paired devices, select the toggle next to the device to disconnect.

On iOS or Android:

  1. Open the Surface app.

  2. Tap Account > Surface Headphones > Device information.

  3. Under Paired devices, 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 10/11 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 Windows 11:Select Network on the right side of the taskbar, then select the Bluetooth quick setting.

  • 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, see Set up Surface Headphones.

If your headphones were paired to your Windows 10/11 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 Windows 11:

  1. Select the Start button, and then select Settings > Bluetooth & devices > View more devices.

  2. Select More options (three vertical dots) next to 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.

Make sure your phone or Windows 10/11 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.

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 10/11 PC, run the Bluetooth troubleshooter to see if that fixes the problem.

On your Windows 10 PC: Select the Start button, and then select Settings > Update & Security > Troubleshoot > Bluetooth > Run the troubleshooter.

On your Windows 11 PC: Select the Start button, then select Settings >  System > Troubleshoot > Other troubleshooters > Run next to Bluetooth.

If you're having problems in general with Bluetooth on your Windows 10/11 PC, see Fix Bluetooth problems in Windows.

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 Windows 11:Select Network on the right side of the taskbar, then select the Bluetooth quick setting.

  • 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 Windows 11:

  1. Select the Start button, then enter settings. Select Settings > Bluetooth &devices > View more devices.

  2. Select More options (three vertical dots) next to Surface Headphones, then select 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 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 app

On Windows 10/11:

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

  2. Select Surface Headphones > Device information.

  3. Under Paired devices, select the toggle next to the device to disconnect.

On iOS or Android:

  1. Open the Surface app.

  2. Tap Account > Surface Headphones > Device information.

  3. Under Paired devices, tap the toggle next to the device to disconnect.

Related topic

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