Troubleshoot Surface sound and audio accessories
Applies To
Surface Devices SurfaceIf you're having trouble with the sound, volume, audio playback, or recording on your Surface—or if you're having trouble with an audio accessory like headphones, external speakers, or a mic—here are some things to try.
Things to try first
Run the audio troubleshooter
Try running the automated audio troubleshooter in the Get Help app. Get Help automatically runs diagnostics and takes the correct steps to fix most sound and audio issues.
Remove obstructions
Make sure nothing is obstructing the speaker and microphone openings on your Surface, including screen protectors or decals. If you're not sure where the speaker and mic openings are, see Surface features.
Check audio accessory connections
If you can hear sound from your Surface speakers but can’t hear sound from an accessory, make sure the accessory is working and is connected properly.
-
Make sure the desired output device is selected.
In Sound settings, under Output > Choose where to play sound, select the down arrow and then select your desired output device.
Note: In some cases, when an audio device like a headset or speaker is connected to the 3.5mm jack, the audio device may not be detected right away. Disconnect the Surface Connect cable, then reconnect it to re-detect audio devices.
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Check that the cables connecting your Surface to the accessory are plugged in securely. If the connection is secure but you still can’t hear sound from the accessory, try using different cables.
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Close all audio apps, then remove any accessory cables from your Surface and the accessory and reconnect them.
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Make sure accessories that use Bluetooth® wireless technology are paired correctly with your Surface.
-
If you're using Surface Dock while trying to listen to audio, see Troubleshoot Surface Dock.
Adjust the volume
Make sure that you've adjusted volume levels in the right places. You can control the volume in several places:
-
Volume button: Press the volume button on your Surface to adjust the volume up or down.
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Keyboard: If your Surface Type Cover or keyboard has volume keys, press the volume-down, volume-up, or mute key.
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Desktop taskbar: In the desktop taskbar, select Speakers
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Audio accessories: Adjust the volume on the headset, speakers, phone, or other audio accessory or adjust it in the software included with the accessory. To learn more about adjusting volume levels, check the info that came with your accessory or go to the manufacturer's website.
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Apps: Some apps have a volume control within the app.
Notes:
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The volume button on your Surface and the desktop volume setting in the taskbar work together. If you raise, lower, or mute the setting in one, the volume level in the other will change, too.
-
Volume controls in apps and on accessories such as headphones and external speakers may work independently of the controls built into your Surface. You may need to adjust the volume level in more than one place.
Check the quality of the recording
If the sound quality coming from your speakers or an audio accessory isn't good, it's possible the audio recording itself isn't of good quality. Try listening to the same recording on a different device.
Adjust microphone settings
If people have trouble hearing you when you’re using the mic or if you have trouble recording sound, try adjusting your mic settings:
-
Make sure the desired input device is selected.
In Sound settings, under Input > Choose a device for speaking or recording, select the down arrow and then select your desired input device.
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Make sure that "Allow apps and Windows to use this device for audio" is allowed.
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Adjust the Input volume sliders until your mic is recording at the levels you want. The levels you'll use will vary depending on the amount of background noise and on whether you're using the mic that’s built into your Surface or an external mic.
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Try turning off any special Audio enhancements.
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Select Start test to test your microphone.
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Make sure accessories that use Bluetooth® wireless technology are paired correctly with your Surface.
If you’re still having problems, go to Solution 1.
Solution 1: Get the latest updates
You can quickly check the health of your Surface drivers and firmware using the Surface app.
-
In the Surface app, expand Help & support to check the update status.
-
If there are updates available, select the Check for updates button to open Windows Update and install the available updates.
Note: If you don't have the Surface app installed, you can download the Surface app from the Microsoft Store. When it has downloaded, select Start, search for Surface, then select the app from the list of results.
If you're still having problems, go to Solution 3.
Solution 2: Restart your Surface
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Go to Start , then select Power > Restart .
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After your Surface has restarted and you've signed back into Windows, try listening to something (play music or a video) on the built-in speakers and try recording something using the built-in mic.
If you’re still having problems, go to Solution 4.
Solution 3: Force shutdown
Select Start > Power > Shut down and wait a moment for your Surface to shut down. Then press and hold the power button for 20 seconds. If you see the logo screen appear after a few seconds, continue to hold for the full 20 seconds until you see the logo screen again. See Force a shut down and restart your Surface for more info.
If you're still having problems, go to Solution 5.
Solution 4: Restore or reset your Surface
If you're still having audio problems, try restoring or resetting your Surface. To find out how, see Restore or reset Surface.
Need more help?
If the speakers or mics that are built into your Surface still don’t work as well as they should, or if your volume rocker remains locked after resetting your Surface, your Surface may need service. Go to How to get service for Surface.
If you've tried these solutions but your audio accessory still isn't working, contact the accessory manufacturer for support.
Related topics
If you're having trouble with the sound, volume, audio playback, or recording on your Surface—or if you're having trouble with an audio accessory like headphones, external speakers, or a mic—here are some things to try.
Things to try first
Run the audio troubleshooter
Try running the automated audio troubleshooter in the Get Help app. Get Help automatically runs diagnostics and takes the correct steps to fix most sound and audio issues.
Remove obstructions
Make sure nothing is obstructing the speaker and microphone openings on your Surface, including screen protectors or decals. If you're not sure where the speaker and mic openings are, see Surface features.
Check audio accessory connections
If you can hear sound from your Surface speakers but can’t hear sound from an accessory, make sure the accessory is working and is connected properly.
-
Make sure the desired output device is selected.Open Sound settings
In Sound settings, under Output > Choose your output device, choose your desired output device from the list of options.
Note: In some cases, when an audio device like a headset or speaker is connected to the 3.5mm jack, the audio device may not be detected right away. Disconnect the Surface Connect cable, then reconnect it to re-detect audio devices.
-
Check that the cables connecting your Surface to the accessory are plugged in securely. If the connection is secure but you still can’t hear sound from the accessory, try using different cables.
-
Close all audio apps, then remove any accessory cables from your Surface and the accessory and reconnect them.
-
Make sure accessories that use Bluetooth® wireless technology are paired correctly with your Surface.
-
If you're using the Surface Dock while trying to listen to audio, see Troubleshoot Surface Dock.
Adjust the volume
Make sure that you've adjusted volume levels in the right places. You can control the volume in several places:
-
Volume button: Press the volume button on your Surface to adjust the volume up or down.
-
Keyboard: If your Surface Type Cover or keyboard has volume keys, press the volume-down, volume-up, or mute key.
-
Desktop taskbar: In the desktop taskbar, select Speakers
-
Audio accessories: Adjust the volume on the headset, speakers, phone, or other audio accessory or adjust it in the software included with the accessory. To learn more about adjusting volume levels, check the info that came with your accessory or go to the manufacturer's website.
-
Apps: Some apps have a volume control within the app.
Notes:
-
The volume button on your Surface and the desktop volume setting in the taskbar work together. If you raise, lower, or mute the setting in one, the volume level in the other will change, too.
-
Volume controls in apps and on accessories such as headphones and external speakers may work independently of the controls built into your Surface. You may need to adjust the volume level in more than one place.
Check the quality of the recording
If the sound quality coming from your speakers or an audio accessory isn't good, it's possible the audio recording itself isn't of good quality. Try listening to the same recording on a different device.
Adjust microphone settings
If people have trouble hearing you when you’re using the mic or if you have trouble recording sound, try adjusting your mic settings:
-
Go to Start > Settings > Sound > Sound control panel.
-
Select the Recording tab, select the mic you want, and select Properties. Be sure to select a mic that's enabled and connected to your Surface.
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Select the Levels tab. You'll see two sliders.
Microphone: Controls the mic’s volume.
Microphone Boost: Controls the strength of the mic's input signal.
Note: Your device might not have the Microphone Boost slider. You can use the Microphone slider instead.
-
Adjust the sliders until your mic is recording at the levels you want. The levels you'll use will vary depending on the amount of background noise and on whether you're using the mic that’s built into your Surface or an external mic. A good starting point is to set Microphone to 50 and Microphone Boost to +24.0 dB.
If you’re still having problems, go to Solution 1.
Solution 1: Get the latest updates
You can quickly check the health of your Surface drivers and firmware using the Surface app.
-
In the Surface app, expand Help & support to check the update status.
-
If there are updates available, select the Check for updates button to open Windows Update and install the available updates.
Note: If you don't have the Surface app installed, you can download the Surface app from the Microsoft Store. When it has downloaded, select Start, search for Surface, then select the app from the list of results.
If you're still having problems, go to Solution 3.
Solution 2: Restart your Surface
-
Go to Start > Power > Restart .
-
After your Surface has restarted and you've signed back into Windows, try listening to something (play music or a video) on the built-in speakers and try recording something using the built-in mic.
If you’re still having problems, go to Solution 4.
Solution 3: Force shutdown
See Force a shut down and restart your Surface to find out how.
If you're still having problems, go to Solution 5.
Solution 4: Restore or reset your Surface
If you're still having audio problems, try restoring or resetting your Surface. To find out how, see Restore or reset Surface.
Need more help?
If the speakers or mics that are built into your Surface still don’t work as well as they should, or if your volume rocker remains locked after resetting your Surface, your Surface may need service. Go to How to get service for Surface.
If you've tried these solutions but your audio accessory still isn't working, contact the accessory manufacturer for support.
Related topics
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