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bluetooth connection for hearing aid giving intermittent sound on Surface Pro 6

Anonymous
2020-07-08T00:28:01+00:00

I just got some hearing aids (Kirkland KS 9.0) with direct Bluetooth capability.    I have successfully paired them with:  my Samsung phone,  my iPad, and my Lenovo Thinkstation.  I can play music and listen to things on YouTube, etc, fine on all of these. 

I am running Windows 10 on the Thinkstation, where the Bluetooth connection works fine, and on the Surface Pro, where it does not.

I can successfully pair the hearing aids with the Surface pro, but when I try to listen to music (on Music Bee), or listen to audio recordings on YouTube (Firefox browser), the sound plays in my hearing aids for a few seconds, then disappears a few seconds, comes back,  disappears again, comes back, etc.  It plays in both ears while it is on.  The audio stream does not halt when the sound goes out.  It does not switch sound to the speakers. I have made sure the hearing aids are not concurrently connected to anything else, and no other blue tooth audio devices are connected to the Surface pro.  I have tried deleting and re-pairing the devices a few times, done a re-boot, freed up disk space,  with no luck.

Any ideas?

Surface | Surface Pro | Sound and camera

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.

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  1. Anonymous
    2020-07-09T17:50:05+00:00

    Hi - I just unpaired and repaired the hearing aids one more time.  They are working now.  Not sure why.  Possibly did a different sequence.  Successful sequence was:

    unpair

    open both battery doors on hearing aids (this disconnects them)

    close both battery doors (this puts them in discoverable mode)

    then hit the "add bluetooth audio" selection

    and add the discovered hearing aids.

    I thought I had opened both battery doors at least on one try before, but maybe not.

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  1. Anonymous
    2020-07-08T03:27:35+00:00

    Hi AlGeography,

    Thank you for reaching out Microsoft Community. We apologize for the trouble this may have caused you.

    What I'd like you to do to initially troubleshoot this issue is to run the system file checker to check if there are corrupted system files that are just looping around causing this kind of audio issue to exist.  To run the system file checker, kindly type Command Promp****t on the search box next to the Windows icon and run it as administrator. Once done, type and enter sfc /scannow. Let it load, detect and repair those corrupted files. Whether it detects a corrupted file or whatnot, kindly restart your Surface device and please run the Surface Diagnostic Toolki****t.

    After running the Surface Diagnostic Toolkit, kindly uninstall/reinstall the Bluetooth and Audio driver in Device Manager.

    Open Device Manager

    Expand Bluetooth | Audio Input and Output

    Right-click on each driver available and select "uninstall device". Please leave the box unchecked if a pop up shows up before you can uninstall the driver successfully. Once done, kindly restart your Surface device to reinstall the driver and unpair this hearing aid from your device and re-pair it again and check if this works fine now.

    If this helps, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if you need further assistance.

    Kind Regards,

    Crest_Z

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  1. Anonymous
    2020-07-08T19:25:15+00:00

    Hi -

    I tried twice with no success.   The first time scannow fixed some problems.  The second time no problems were detected.    I am running WIndows Home on the surface pro, not WIndows Professional.  In the device manager directory there is no subdirectory for Audio Input and Output, just a flat set of options that shows all bluetooth devices.  On the first attempt I uninstalled the hearing aids in this directory.  In the second I did it through the "Settings->Devices->Bluetooth & Other devices" page using the "Remove Device" button.  I verified that the devices no longer appeared if I looked at the device manager in the directory view.

    On both attempts I did not initially remove another device I have paired (a Bose mini speaker) because it's a pain to re-pair.  The Bose is still working fine with the surface pro.  On the second attempt I did eventually unpair and re-pair it, but this does not fix the hearing aid problem.

    Not sure if it's relevant, but I am running Windows Professional on the workstation, where the hearing aid pairing works fine.

    What's next?

    Thanks -

    Amy

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  2. Anonymous
    2020-07-09T18:07:21+00:00

    Hi iwant fix some prob

    lem

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