The headphones are not connected

Gerry Connor 0 Reputation points
2026-11-10T10:34:22.5266667+00:00

the headphone socket is not working it says they are not connected. I can not connect . I have tried various troubleshooting advice, it hasn't worked

Windows for home | Windows 11 | Settings
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  1. GsN5034 - IA 80,095 Reputation points Independent Advisor
    2026-11-10T11:16:40.6366667+00:00

    Hello,

    1. Do you have another pair of headphones? If so, please connect them to the device and check whether they work. This will help determine whether the issue is with the current headphones.
    2. Do the headphones you’re currently using work normally with another device?

    Meanwhile,

    Unplug the headphones connected to your device.

    1. Then, go to Device Manager.
    2. Expand the arrow next to Sound, video and game controllers.
    3. Right-click your default audio output device, such as Realtek (R), and select 'Disable device'.
    4. Wait for a few minutes, then right-click and enable the device again.
    5. Plug in the headphones and test to see if they work.

    If you are still having issues,

    1. Unplug your headphones,
    2. then right-click the default audio output device, select Uninstall device, select the 'Attempt to delete the driver software for this device' checkbox, and then click Uninstall.
    3. Once uninstalled, restart your computer, then plug in your headphones to see if they work.

    (Example screenshot)

    Click Uninstall.

    audio drivers (2)

    Let me know if you still need more help.

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  2. AI answer

    2026-11-10T10:34:37.1566667+00:00

    For a Windows 11 PC, these are the supported steps from the available guidance:

    1. Run the Bluetooth troubleshooter:
      • Select Start > Settings > System > Troubleshoot > Other troubleshooters.
      • Select Run next to Bluetooth.
    2. Make sure Bluetooth is turned on:
      • Select Network on the right side of the taskbar.
      • Turn on the Bluetooth quick setting.
      • If it was already on, turn it off and back on.
    3. Remove the headphones from Windows, then pair them again:
      • Go to Start > Settings > Bluetooth & devices > View more devices.
      • Select More options next to Surface Headphones > Remove device > Yes.
      • Then pair the headphones again.
    4. Restart the PC, then try pairing again.
    5. Check that the PC supports Bluetooth 4.0 or later.
    6. If the headphones connect but there is still no sound, make sure the correct audio output is selected:
      • Select the Audio icon on the right side of the taskbar.
      • For music, select Surface Headphones Stereo.
      • For calls, select Surface Headphones Hands-Free.
    7. If audio still fails, test with a 3.5 mm audio cable:
      • If audio works with the cable, the problem is likely related to the Bluetooth connection.
      • In that case, remove the headphones and pair them again.
    8. Check for headphone firmware updates in the Surface app.
    9. If needed, reset the headphones to factory settings, then pair them again.

    If the issue is specifically the headphone socket on the PC rather than Bluetooth pairing, the available context does not provide a supported fix for the Windows 11 audio jack beyond confirming audio device selection and testing with the 3.5 mm cable.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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