Surface Book 2 Audio Jack Noise Problem

Hello,

I purchased Surface book 2 (SB2) from Microsoft online Store. I noticed there is audio interference when headphones are plugged in to audio jack. I tried three different branded headphones but same issue. I returned Surface book 2 to local Microsoft store and they replaced it with new device but it has same problem. I returned that as well. Before returning second one, I tried updating it to latest updates. Resetting sound drivers etc but no help.

I reached out to Surface support via phone and chat but they are not useful at all comparing it to Apple Mac support. I really liked this product and considered moving from Macbook Pro 13 to this but quality isn't there specially for $2000+ product.

Today, after three weeks, I purchased same device from local Best Buy thinking it might be from different batch but it has same interference. I connected SB2 to external speakers to record the noise.

This is what I hear in my ear. Here is 18 seconds sample: Audio Jack Noise

Model:

Surface Book 2 13.5 inch | Intel i5 8th Gen | 8GB RAM | 256GB  SSD


I don't know if this is Hardware or Software issue. Any suggestion

 

Hello sahotaca,

 

Thank you so much for reaching out Surface Community and thank you for choosing Microsoft Products. We sincerely apologize for the inconvenience this has caused you. The sound noise is not normal but for 3rd party accessories it may or may not work properly depending on the compatibility. I would like to go deeper into this and to isolate the root cause I have few questions below. I hope you don't mind.


 

  • What is the make/model of your headphones?
  • When the headphones are plugged in, did you hear the sound noise right away without playing any music or video?
  • Did you hear the sound noise without wearing the headphones?
  • When the external speaker is plugged in, is it via USB Port or Audio Jack?
  • Have you tried plugging these headphones to another Laptop/PC? Is it working well? What is the brand/model? What is the Version and OS Build?
  • What is the Version and OS Build of your Surface Device?

 

 

For the meantime, please run Surface Diagnostic Toolkit. It is a self-healing tool which looks for potential issues and fixes them, as well as ensures your device is completely up to date.

 

Also, to make sure you got the latest Drivers and Firmware please go to Download drivers and firmware for Surface and download the .msi file.

  • If there's not an .msi file that corresponds to the build of Windows 10 you have installed, select the .msi file that's closest to your build number.
  • To find out which version and build of Windows you're using, select Start > Settings  > System  > About , then look under Windows Specifications to find your operating system version and OS build number.

Please keep us posted!

 

Thanks,

Karen

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  1. What is the make/model of your headphones?

    Apple EarPods with 3.5mm Headphone Plug (https://www.apple.com/ca/shop/product/MNHF2AM/A/apple-earpods-with-remote-and-mic)

     

    Sony Extra Bass In-Ear Headphones MDRXB50APR

    https://www.bestbuy.ca/en-ca/product/sony-sony-extra-bass-in-ear-headphones-mdrxb50apr-red-mdrxb50apr/10291084.aspx


    When the headphones are plugged in, did you hear the sound noise right away without playing any music or video?

    Only after any audio. For example, after system notification, after any system sound, visiting YouTube website.  

    Did you hear the sound noise without wearing the headphones?

    No.

    When the external speaker is plugged in, is it via USB Port or Audio Jack?

    Via audio jack.

    Have you tried plugging these headphones to another Laptop/PC?

    Yes, I use them on my iPhone and HP Desktop everyday.

     

    Is it working well?

    Yes

     

    What is the brand/model?

    iPhone 6s Plus and HP Pavilion desktop

     

    What is the Version and OS Build?

    Windows 10 Pro v1809. 17763.475

    What is the Version and OS Build of your Surface Device?

    Windows 10 Pro v1809. 17763.475


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Ran Surface Diagnostic Toolkit. No Problem detected but still audio interference.

Downloaded Drivers and Firmware for Surface 17763  but still audio interference.

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June 1, 2019 Update.

So far NO help from Surface Support team. Regretting moving from Macbook Pro to Surface Book 2.

May 2019 1903 Windows 10 Pro update did not fix the problem. Picture Attached

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Last updated February 16, 2023 Views 884 Applies to: