Surface Laptop 7 for Business, Bluetooth and Teams Audio Issues

Alex Yourish 0 Reputation points
2026-05-21T15:40:16.01+00:00

We have a Windows Surface on Windows 11 25H2 that will drop audio and mic drivers completely while using Bose Bluetooth headphones. This is a recurring issue.
Bluetooth functionality continues to work (mouse is Bluetooth and stays connected)
The audio drivers will be completely removed from Device Manager.
The only way to get the drivers back is to restart the laptop.
We've already checked for windows updates and done the following troubleshooting steps:

  1. Ran Surface Diagnostic toolkit- Confirmed error but no solution
  2. Consistently check for windows updates
  3. Configured teams to only use the Bluetooth headset and microphone for audio via Teams app and Sound Settings
  4. Advanced sound settings ->Communication -> When windows detects communications activity "Do nothing"
  5. Disabled the 3.5 mm audio jack

The drivers are not in system components when the issue is happening and reappear in the correct "Audio Processing" tab in Device manager post restart.

Any known solution so we don't have to restart and rejoin a teams call every 2 hours?

Surface | Surface Laptop | Sound and camera
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  1. S.Sengupta 32,666 Reputation points MVP Volunteer Moderator
    2026-06-02T11:36:08.71+00:00

    Open Command Prompt as Admin and write the following commands:

    net stop audiosrv

    net stop AudioEndpointBuilder

    net start AudioEndpointBuilder

    net start audiosrv

    In Start Search type services.msc

    Find Windows Audio and Windows Audio Endpoint Builder

    Right-click → Restart on both (Endpoint Builder first)

    Then open Device Manager → Action → Scan for hardware changes

    Open Device Manager → Sound, video and game controllers

    Right-click each audio device → Properties → Power Management tab

    Uncheck "Allow the computer to turn off this device to save power"

    Also do this for all entries under System devices → Intel(R) SST Audio Controller (or Realtek)

    Update or Roll Back the Bluetooth Driver

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  2. Atharv Madhav Mandawkar 325 Reputation points Student Ambassador
    2026-05-31T13:52:39.9366667+00:00

    Hi Alex,

    This looks like a Bluetooth audio driver crash issue on Windows 11 with Surface devices. During Teams calls, the audio driver is being removed from Device Manager and only returns after a restart, which points to a driver-level issue.

    You can try the following steps:

    ➜ Install the latest Surface firmware and full driver pack (do not rely only on Windows Update)
    ➜ Open Device Manager → Bluetooth adapter → Properties → Power Management
    ➜ Disable “Allow the computer to turn off this device to save power.”
    ➜ Uninstall both Bluetooth and Audio drivers completely
    ➜ Restart the device and let Windows reinstall them automatically
    ➜ Go to Sound settings → Device properties
    ➜ Turn off Audio enhancements and Spatial sound
    ➜ Test with a different or generic Microsoft Bluetooth audio driver to rule out conflicts

    If the issue still continues after this, it is likely a deeper firmware or driver stability issue on Surface Laptop 7 with Windows 11 25H2 and Teams, and may require a Microsoft firmware update to fully resolve.

    If this helps, please mark the answer as accepted and upvote it so others can benefit too.

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